BackgroundProspective memory (PM) denotes the ability to remember to perform actions in the future. It has been argued that standard laboratory paradigms fail to capture core aspects of PM.Methodology/Principal FindingsWe combined functional MRI, virtual reality, eye-tracking and verbal reports to explore the dynamic allocation of neurocognitive processes during a naturalistic PM task where individuals performed errands in a realistic model of their residential town. Based on eye movement data and verbal reports, we modeled PM as an iterative loop of five sustained and transient phases: intention maintenance before target detection (TD), TD, intention maintenance after TD, action, and switching, the latter representing the activation of a new intention in mind. The fMRI analyses revealed continuous engagement of a top-down fronto-parietal network throughout the entire task, likely subserving goal maintenance in mind. In addition, a shift was observed from a perceptual (occipital) system while searching for places to go, to a mnemonic (temporo-parietal, fronto-hippocampal) system for remembering what actions to perform after TD. Updating of the top-down fronto-parietal network occurred at both TD and switching, the latter likely also being characterized by frontopolar activity.Conclusion/SignificanceTaken together, these findings show how brain systems complementary interact during real-world PM, and support a more complete model of PM that can be applied to naturalistic PM tasks and that we named PROspective MEmory DYnamic (PROMEDY) model because of its dynamics on both multi-phase iteration and the interactions of distinct neurocognitive networks.

Purpose The purchasing of services is a significantly under-researched area. The purpose of this study is to suggest a conceptual model of service sourcing relationships, including the post-contract phase. Design/methodology/approach A qualitative methodology involving two longitudinal case studies that were analyzed with a grounded theory approach to build a conceptual model was applied. Findings The proposed model consists of a core process that is termed “business streamlining” and denotes the process by which four interrelated dimensions are managed to making the business processes of the buying organization simpler and more effective and/or productive. Research limitations/implications Although the research methodology is qualitative and does not allow statistical generalization, the study does provide valuable insights into the management of the service sourcing process. Practical implications The model proposed in this study can be utilized by managers to impose a useful conceptual structure on otherwise fluid and intangible processes, which makes them easier to analyze and facilitates strategic corporate decision-making. Originality/value The paper proposes a model that grasps the dynamics and reality of service (out-) sourcing relationships, including the ongoing relationship management process.

PurposeThe service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction level post-service failure and recovery surpasses the customer satisfaction level achieved at error-free service. The aim of this study was to identify how large the size of compensation has to be at recovery for customer satisfaction to surpass that of error-free service (i.e. to identify a threshold value for SRP). The purpose of this is to inform managers how to restore customer satisfaction yet avoid overcompensation.Design/methodology/approachThe paper covers two studies. Study 1 used the novel approach of asking participants who had experienced a service failure in the hotel industry what amount of money (recovery) would make them more satisfied than in the case of error-free service. Study 2 then tested the compensation levels expressed by Study 1 participants to be sufficient for the service recovery paradox to occur.FindingsStudy 1 indicated that the threshold for the SRP was (on average) around 1,204 SEK, or just over 80% of the original room reservation price of 1,500 SEK (approx. $180). Study 2 found that (on average) the customer satisfaction of participants who received 1,204 SEK in compensation for service failure marked the point where it surpassed that of error-free service. Participants who received 633 SEK were less satisfied; participants who received 1,774 SEK were more satisfied.Research limitations/implicationsThe findings are context-specific. Future research should test the findings' generalizability.Practical implicationsThe approach used in this paper could provide managers with a tool to guide their service recovery efforts. The findings could help hotel managers to make strategic decisions to restore customer satisfaction yet avoid overcompensation, given a legitimate service failure in which the organization is at fault.Originality/valueNumerous previous studies have investigated the occurrence or absence of the SRP at predetermined compensation levels. This paper used a novel approach to find a quantitative threshold at which the magnitude of the recovery effort makes customer satisfaction surpass that of error-free service.