The Barnum Effect in a Group Setting

Snyder, C. R.; Newburg, Cheryl L.

doi:10.1207/s15327752jpa4506_10

Cited by 18 publications

(11 citation statements)

References 14 publications

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“…Feedback is not only uncomfortable for the receiver but even a threat toward the receiver’s own self-worth ( Leung et al, 2001 ). Therefore, defensive reactions toward (negative) feedback can be shown: it is, for example, less accepted and perceived as less accurate than positive feedback ( Snyder and Newburg, 1981 ; Fedor et al, 1989 )—even if the feedback sender tries consciously not to offend the receiver ( Argyris, 1985 , 1991 ). Negative feedback can be seen as self-esteem threatening information about one’s own perceived inadequacy.…”

Section: Introductionmentioning

confidence: 99%

Complaints as starting point for vicious cycles in customer–employee-interactions

Traut‐Mattausch

Wagner²,

Pollatos

et al. 2015

Front. Psychol.

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A ring-model of vicious cycles in customer–employee-interaction is proposed: service employees perceive complaints as a threat to their self-esteem resulting in defense responses such as an increased need for cognitive closure, a devaluation of the customer and their information and degrading service behavior. Confronted with such degrading service behavior, customers react defensively as well, by devaluing the employee for example with regard to his/her competence and by reducing repurchase and positive word-of-mouth (WOM). Three studies investigated each link in this ring-model. In study 1, participants were confronted with an aggressive or neutral customer complaint. Results show that motivated closed-mindedness (one aspect of the need for cognitive closure) increases after an aggressive complaint leading to a devaluation of the customer and their information, and in turn to a degrading service reaction. In study 2, participants were confronted with a degrading or favorable service reaction. Results show that they devaluate the employees’ competence after receiving a degrading service reaction and thus reduce their intention to repurchase. In study 3, we finally examined our predictions investigating real customer–employee-interactions: we analyzed data from an evaluation study in which mystery callers tested the service hotline of an airline. Results show that the employees’ competence is devaluated after degrading behavior and thus reduces positive WOM.

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Section: Introductionmentioning

confidence: 99%

Complaints as starting point for vicious cycles in customer–employee-interactions

Traut‐Mattausch

Wagner²,

Pollatos

et al. 2015

Front. Psychol.

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show abstract

“…In particular, a number of studies have examined the operation of the Barnum effect in accounting for the positive interpretations of ambiguous material when they are associated with some favorable link to the subject (Dunning, Meyerowitz, & Holzberg, 1989;Johnson, Cain, Falke, Hayman, & Perillo, 1985). For example, Snyder and Newburg (1981) found that people more readily accept ambiguous but positive descriptions of themselves than they do ambiguous but negative descriptions. Kocsis and Hayes (2004) speculated that perhaps the sampled police officers favorably believed in the skills of professional profilers, and/or profiling in general, and when presented with the presumably ambiguous material of a profile authored by a professional profiler interpreted it as more accurate.…”

mentioning

confidence: 99%

Believing Is Seeing II: Beliefs and Perceptions of Criminal Psychological Profiles

Kocsis¹,

Heller

2004

Int J Offender Ther Comp Criminol

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This study built upon previous research by Kocsis and Hayes (2004) by investigating whether a bias exhibited by police officers in their perception of profiles would replicate in a sample of nonpolice participants. Additionally, the relationship, if any, between the degree of belief harbored by an individual concerning the merits of profiling and their perceptions of a given profile was also investigated. The findings of this study add to the contention that the biases observed in Kocsis and Hayes's previous study with regard to author label may be related to some intrinsic feature of the previously sampled police participants. Additionally, evidence was found to support the proposition that an individual's degree of belief in profiling is related to their perceptions concerning the merits of a profile. Namely, the more an individual believes in the profiling technique, the greater the merit that will be perceived in a profile.

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“…This finding was related to a psychological phenomenon known as the Barnum effect, which accounts for the proclivities people exhibit in the interpretation of ambiguous material (Dickson & Kelly, 1985). A number of studies that have investigated the Barnum effect have found that people typically demonstrate favorable interpretations of ambiguous material when there is some positive association between them and the material under consideration (Dunning, Meyerowitz, & Holzberg, 1989;Johnson, Cain, Falke, Hayman, & Perillo, 1985;Snyder & Newburg, 1981). Bearing this in mind, Kocsis and Hayes contemplated whether the degree of belief the sampled police officers held in profiling represented the positive association between them and the ambiguous material under consideration.…”

mentioning

confidence: 98%

Believing is Seeing III: Perceptions of Content in Criminal Psychological Profiles

Kocsis¹,

Middledorp

2004

Int J Offender Ther Comp Criminol

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This study explored Kocsis and Heller's findings concerning the relationship between one's belief and the perceived accuracy of a profile. The influence of types of information was also considered. A sample of 353 participants was used in the present experiment that gauged the perception of information contained in a profile. The results supported Kocsis and Heller's earlier findings with a positive relationship found between belief and perceived accuracy. The more an individual believes in profiling, the more likely he or she is to perceive a profile to be accurate. This relationship was most pronounced in participants' perceptions of information contained in a profile concerning an unknown offender's crime behavior and past history. The more an individual believes in profiling, the more information relating to these two factors is likely to be perceived. This relationship was not observed where information in the same profile involved physical features of the offender.

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The Barnum Effect in a Group Setting

Cited by 18 publications

References 14 publications

Complaints as starting point for vicious cycles in customer–employee-interactions

Complaints as starting point for vicious cycles in customer–employee-interactions

Believing Is Seeing II: Beliefs and Perceptions of Criminal Psychological Profiles

Believing is Seeing III: Perceptions of Content in Criminal Psychological Profiles

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