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The positive effect of physical constraints on consumer evaluations of service providers.

ABSTRACT: Consumers tend to have negative perceptions of service providers that limit their freedom. People might therefore be expected to respond particularly negatively to service providers that physically limit their freedom of movement. Yet, we suggest that physical constraints that a service provider unapologetically imposes with no obvious logical justification (e.g., closing a door and restricting consumers to stay inside a room) may, in fact, boost consumers' evaluations of the service provider. We propose that this effect occurs because consumers perceive such constraints as creating a structured environment, which they inherently value. Six studies lend converging support to these propositions, while ruling out alternative accounts (cognitive dissonance, self-attribution theory). We further show that the positive effect of physical constraints on evaluations is reversed when consumers perceive the constraints as excessively restrictive (rather than mild). These findings suggest that service providers may benefit from creating consumption conditions that mildly restrict consumers' freedom of movement.

SUBMITTER: Steinhart Y

PROVIDER: S-EPMC9550037 | biostudies-literature | 2022

REPOSITORIES: biostudies-literature

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The positive effect of physical constraints on consumer evaluations of service providers.

Steinhart Yael Y Nitzan Irit I Goldenberg Jacob J Mazursky David D

PloS one 20221010 10

Consumers tend to have negative perceptions of service providers that limit their freedom. People might therefore be expected to respond particularly negatively to service providers that physically limit their freedom of movement. Yet, we suggest that physical constraints that a service provider unapologetically imposes with no obvious logical justification (e.g., closing a door and restricting consumers to stay inside a room) may, in fact, boost consumers' evaluations of the service provider. W ...[more]

PMID: 36215296

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Project description:BackgroundAccountability has center stage in the current post-Millennium Development Goals (MDG) debate. One of the effective strategies for building equitable health systems and providing quality health services is the strengthening of citizen-driven or social accountability processes. The monitoring of actions and decisions of policymakers and providers by citizens is regarded as a right in itself but also as an alternative to weak administrative accountability mechanisms, in particular in settings with poor governance. The effects of social accountability interventions are often based on assumptions and are difficult to evaluate because of their complex nature and context sensitivity. This study aims to review and assess the available evidence for the effect of social accountability interventions on policymakers' and providers' responsiveness in countries with medium to low levels of governance capacity and quality. For policymakers and practitioners engaged in health system strengthening, social accountability initiatives and rights-based approaches to health, the findings of this review may help when reflecting on the assumptions and theories of change behind their policies and interventions.Methods/designLittle is known about social accountability interventions, their outcomes and the circumstances under which they produce outcomes for particular groups or issues. In this study, social accountability interventions are conceptualized as complex social interventions for which a realist synthesis is considered the most appropriate method of systematic review. The synthesis is based on a preliminary program theory of social accountability that will be tested through an iterative process of primary study searches, data extraction, analysis and synthesis. Published and non-published (grey) quantitative and qualitative studies in English, French and Spanish will be included. Quality and validity will be enhanced by continuous peer review and team reflection among the reviewers.DiscussionThe authors believe the advantages of a realist synthesis for social accountability lie in the possibility of overcoming disciplinary or paradigmatic boundaries often found in public health and development. In addition, they argue that this approach fills the knowledge gap left by conventional synthesis or evaluation exercises of participatory programs. Finally, the authors describe the practical strategies adopted to address methodological challenges and validity.

Project description:In the present study we broadly explored the perception of physical and animated motion in bouncing-like scenarios through four experiments. In the first experiment, participants were asked to categorize bouncing-like displays as physical bounce, animated motion, or other. Several parameters of the animations were manipulated, that is, the simulated coefficient of restitution, the value of simulated gravitational acceleration, the motion pattern (uniform acceleration/deceleration or constant speed) and the number of bouncing cycles. In the second experiment, a variable delay at the moment of the collision between the bouncing object and the bouncing surface was introduced. Main results show that, although observers appear to have realistic representations of physical constraints like energy conservation and gravitational acceleration/deceleration, the amount of visual information available in the scene has a strong modulation effect on the extent to which they rely on these representations. A coefficient of restitution >1 was a crucial cue to animacy in displays showing three bouncing cycles, but not in displays showing one bouncing cycle. Additionally, bouncing impressions appear to be driven by perceptual constraints that are unrelated to the physical realism of the scene, like preference for simulated gravitational attraction smaller than g and perceived temporal contiguity between the different phases of bouncing. In the third experiment, the visible opaque bouncing surface was removed from the scene, and the results showed that this did not have any substantial effect on the resulting impressions of physical bounce or animated motion, suggesting that the visual system can fill-in the scene with the missing element. The fourth experiment explored visual impressions of causality in bouncing scenarios. At odds with claims of current causal perception theories, results indicate that a passive object can be perceived as the direct cause of the motion behavior of an active object.

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The positive effect of physical constraints on consumer evaluations of service providers.

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The positive effect of physical constraints on consumer evaluations of service providers.

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