Uncertainty Reduction Approaches,Uncertainty Coping Approaches,and Process Performance in Financial Services

Developing a better understanding of the impact of uncertainty on process performance has been recognized as an important research opportunity in service design ( Hill, et al., 2002 ). Within this general research stream, our study focuses on the question of what managers can do to most effectively address operational uncertainty and mitigate its negative effects. To begin to address this question, we report on an exploratory study using a sample of professionals in the financial‐services industry who acted as informants on 108 financial‐services processes. These professionals were sampled from a population of graduates of a university in the northeastern region of the United States who were employed in the financial‐services industry. Based on these processes, we empirically examine the relationship between responses to operational uncertainty and process performance after controlling for customer mix, other uncertainty sources, and process type characteristics. Our findings suggest that process improvement—an uncertainty reduction approach related to the internal functioning of the process—as well as several uncertainty coping approaches are associated with better performing processes. However, uncertainty reduction approaches related to customer involvement with, and demands on, the process are not associated with better performing processes. We discuss the implications of our findings for determining what actions managers can take to reduce the negative performance effects of operational uncertainty and how managers can decide which of these actions to take. We conclude with a discussion of the limitations of our study.     

The importance of using multiple outcome measures in infant research

Collecting data with infants is notoriously difficult. As a result, many of our studies consist of small samples, with only a single measure, in a single age group, at a single time point. With renewed calls for greater academic rigor in data collection practices, using multiple outcome measures in infant research is one way to increase rigor, and, at the same time, enable us to more accurately interpret our data. Here, we illustrate the importance of using multiple measures in psychological research with examples from our own work on rapid threat detection and from the broader infancy literature. First, we describe our initial studies using a single outcome measure, and how this strategy caused us to nearly miss a rich and complex story about attention biases for threat and their development. We demonstrate how using converging measures can help researchers make inferences about infant behavior, and how using additional measures allows us to more deeply examine the mechanisms that drive developmental change. Finally, we provide practical and statistical recommendations for how researchers can use multiple measures in future work.     

Toddlers Assert and Acknowledge Ownership Rights

Two studies compared toddler owners and non‐owners of toys. Children of 24 and 30 months were supplied with toys and told that they were owners. In play with friends, owners were more likely than non‐owners to maintain possession, claim toys verbally (‘mine’), and non‐verbally, by attempting to regain their own toys in their friends' possession. Children communicated their ownership early in each episode and in preference to other information about the toys. Toddlers in both studies identified toys belonging to their friends and acknowledged their friends' ownership with possessive statements (‘yours’), and in Study 2, recognized the relationship between owners and their property by offering toys that their friends owned. In these ways, toddlers' actions were consistent with accepted ownership rights.     

Assessing Observer Effects on the Fidelity of Implementation of Functional Analysis Procedures

Instructing and training others to implement functional analysis (FA) procedures can be a cumbersome and time-consuming task. Students and practitioners are required to learn all of the various components to establish conditions and analyze results while also learning to conduct the sessions. The current study assessed the fidelity of individuals implementing FA conditions after observing and rating the fidelity of videos models, using a multiple-baseline design across FA conditions. Video models of each condition were provided throughout; however, participants were only asked to provide fidelity ratings for one video. Results demonstrated the intervention was successful in increasing participant performance above baseline levels for 16 of 17 participants, with 7 participants requiring an additional intervention in which they were asked to observe their own performance. Further research should evaluate the degree to which this procedure may effectively prepare individuals working with non-confederate children and carry over to other responses and settings.     

Psychological Aggression by American Parents: National Data on Prevalence,Chronicity, and Severity

This article describes the prevalence of psychological aggression in a nationally representative sample of 991 parents. By child‐age 2, 90% reported using one or more forms of psychological aggression during the previous 12 months and 98% by age 5. From ages 6 to 17, the rates continued in the 90% range. The rate of severe psychological aggression was lower: 10%–20% for toddlers and about 50% for teenagers. Prevalence rates greater than 90% and the absence of differences according to child or family characteristics suggests that psychological aggression is a near universal disciplinary tactic of American parents. Finally, this article discusses the implications of the findings for the conceptualization of psychological “abuse,” and for understanding the origins of the high level of psychological aggression between intimate partners.     

Haptic Habituation to Temperature Is Slower in Newborns of Depressed Mothers

Forty newborns (M age = 27 hr old) of depressed and nondepressed mothers were habituated to a cold or warm temperature tube by hand. Both groups of infants habituated the temperature of the tube, as indicated by a decrease in holding, and dishabituated, as indexed by an increase in holding when the temperature of the tube changed. However, the newborns of depressed mothers (a) required twice as long to habituate; (b) showed a sensitization effect, as indexed by an increase in holding from the second to the third trial of habituation; and (c) passively handled the objects with their hand.     

Students' Experiences of University and an Australian Social Work Program: Coming,Going, Staying

Student engagement, retention, and professional commitment is strongly influenced during the early stages of the university experience. However, a number of factors can undermine engagement, which has implications for the individual, the professional workforce, and university funding and reputation. This paper reports on cooperative inquiry research that explored the beginning experiences of 17 social work students from one regional Australian university. In-depth, qualitative data were collected during six discussions that focused on understanding the experiences that influenced university retention, enjoyment, and success. Data analysis revealed three primary themes: (i) purpose and timing, (ii) balancing commitments, and (iii) a sense of belonging. Findings suggested that students often struggled to balance life, work, and family commitments, while appreciating university processes that reduced stressors and contributed to a sense of belonging.