Surprise

About: Surprise is a research topic. Over the lifetime, 4371 publications have been published within this topic receiving 99386 citations.

Patterns of surprise: the "Aleatory Object" in psychoanalytic ethnography and cyclical fandom

Abstract: This article studies one media fan’s consumption patterns, arguing that media fandom has been restrictively defined in cultural studies to date as a matter of faithfulness to singular fan objects. Contra such definitions, the article addresses cyclical fandom, wherein the fan-consumer constantly moves from one fan object to another, experiencing intense affective relationships to a variety of texts. This case study employs psychoanalytic ethnography to analyze such a consumption pattern, where the “surprise” of new fandoms is repeatedly sought. Christopher Bollas’s psychoanalytic concept of the “aleatory object” is used to interpret self-narratives of cyclical fandom.

Surprise, Anticipation, and Sequence Effects in the Design of Experiential Services

Abstract: The most salient or peak aspect of a service experience often defines customer perceptions of the service. Across two studies, using the same novel form of a scenario-based experiment, we investigate the design of peak events in a service sequence by testing how anticipated and surprised peaks influence customer perceptions. Study 1 captures the immediate reactions of participants and Study 2 surveys participants a week later. In both studies we find a main effect for the temporal peak placement, confirming the positive influence of a strong peak ending. When assessing the peak design strategies of surprise and anticipation, we find in Study 1 that surprise and anticipation moderates the temporal peak placement (e.g., early peak versus late peak) on overall customer perceptions, with the surprise peak at the end of an experience yielding the strongest effect. In Study 2 we see that the remembered experience of a surprise peak positively affects customer perceptions compared to an anticipated peak regardless of the temporal placement of the peak. We also find that the infusion of a surprise peak ending has a lasting effect that amplifies the peak-end effect of remembered experiences. Drawing on these findings, we discuss the role of surprise, anticipation, and sequence effects in experience design strategy. This article is protected by copyright. All rights reserved.

Training Pilots for Unexpected Events: A Simulator Study on the Advantage of Unpredictable and Variable Scenarios.

Abstract: Objective: This study tested whether simulator-based training of pilot responses to unexpected or novel events can be improved by including unpredictability and variability in training scenarios. Background: Current regulations allow for highly predictable and invariable training, which may not be sufficient to prepare pilots for unexpected or novel situations in-flight. Training for surprise will become mandatory in the near future. Method: Using an aircraft model largely unfamiliar to the participants, one group of 10 pilots (the unpredictable and variable [U/V] group) practiced responses to controllability issues in a relatively U/V manner. A control group of another 10 pilots practiced the same failures in a highly predictable and invariable manner. After the practice, performance of all pilots was tested in a surprise scenario, in which the pilots had to apply the learned knowledge. To control for surprise habituation and familiarization with the controls, two control tests were included. Results: Whereas the U/V group required more time than the control group to identify failures during the practice, the results indicated superior understanding and performance in the U/V group as compared to the control group in the surprise test. There were no significant differences between the groups in surprise or performance in the control tests. Conclusion: Given the results, we conclude that organizing pilot training in a more U/V way improves transfer of training to unexpected situations in-flight. Application: The outcomes suggest that the inclusion of U/V simulator training scenarios is important when training pilots for unexpected situations.

Hurricane Katrina, the Crisis of Leadership, and Chaos Management: Time for Trying the ‘Surprise Management Theory in Action’

Abstract: Four years have gone by since the historic Hurricane Katrina hit and drowned the city of New Orleans and caused a massive crisis of, and a global case of grand failure in, governance, leadership, and public management. Advancing on an earlier work published in Public Administration Review (Farazmand 2007), in which a global case of grand failure was established with several lessons drawn for future crisis management, this article argues further for developing and applying a theory of ‘surprise management’ to manage future crises and chaotic situations. Crises are borne out of natural and human made disasters, catastrophes, revolutions, and rapidly changing emergencies. Surprise management is the best approach to managing or coping with crises and crisis driven emergencies.