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Surprise

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


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Journal ArticleDOI
TL;DR: A Bayesian computational approach with brain imaging was combined to map updating of temporal expectations in the human brain and showed that updating and surprise differently modulated activity in areas belonging to two critical networks for cognitive control, the fronto-parietal (FPN) and the cingulo-opercular network (CON).

28 citations

Journal ArticleDOI
TL;DR: It is argued that senders are capable of producing genuine-looking expressions of surprise, enough to fool others as to their veracity, and dynamic stimuli improved authenticity discrimination accuracy and perceptual differences between expressions.
Abstract: People are good at recognizing emotions from facial expressions, but less accurate at determining the authenticity of such expressions. We investigated whether this depends upon the technique that senders use to produce deliberate expressions, and on decoders seeing these in a dynamic or static format. Senders were filmed as they experienced genuine surprise in response to a jack-in-the-box (Genuine). Other senders faked surprise with no preparation (Improvised) or after having first experienced genuine surprise themselves (Rehearsed). Decoders rated the genuineness and intensity of these expressions, and the confidence of their judgment. It was found that both expression type and presentation format impacted decoder perception and accurate discrimination. Genuine surprise achieved the highest ratings of genuineness, intensity, and judgmental confidence (dynamic only), and was fairly accurately discriminated from deliberate surprise expressions. In line with our predictions, Rehearsed expressions were perceived as more genuine (in dynamic presentation), whereas Improvised were seen as more intense (in static presentation). However, both were poorly discriminated as not being genuine. In general, dynamic stimuli improved authenticity discrimination accuracy and perceptual differences between expressions. While decoders could perceive subtle differences between different expressions (especially from dynamic displays), they were not adept at detecting if these were genuine or deliberate. We argue that senders are capable of producing genuine-looking expressions of surprise, enough to fool others as to their veracity.

28 citations

Journal Article
TL;DR: A review and evaluation of research and opinion on or related to the concept of customer delight can be found in this paper, where the authors develop a model based on Oliver's (1981) disconfirmation paradigm.
Abstract: Marketers now realize that simply satisfying customers may not be enough to insure loyalty. Rather, they should strive for customer delight, defined as a combination of joy and surprise. Yet, only in the last decade have customer delight and especially its proposed opposite, outrage or disgust, been given much attention in the literature. The review below examines the literature on delight and disgust. As much as possible it avoids the extensive work on customer satisfaction. Though satisfaction and delight are conceptualized quite differently, some researchers operationalize them in much the same way. Indeed, some measure delight/disgust as extreme ends of a satisfaction/ dissatisfaction continuum even while agreeing that the concepts are different. This paper consists of a review and evaluation of research and opinion on or related to delight. INTRODUCTION Blackwell, Miniard, and Engel (2006) state that, "... businesses have begun to realize that simply satisfying customers may not be enough. Rather, they should strive for 'customer delight,' which comes when customers are satisfied completely (p. 214)." Only recently has customer delight and its opposite, outrage or disgust, been given much attention in the literature. Note that though some see delight as an extension of satisfaction at the extreme positive end and outrage or disgust at the extreme negative end, others view delight and its opposite as a concept separate and apart from satisfaction. The review below examines both delight and disgust and avoids that satisfaction research which sheds little light on delight, it antecedents, and consequences. The review is organized into two sections: antecedents and results. Each review examines the theoretical underpinnings, the methodology, and the conclusions as they relate to delight/disgust. The criteria for choosing published material for review include the mention of delight and/or its opposite somewhere in the article, usually in the theoretical underpinnings or conclusions/discussion. This review is not meant to be exhaustive nor an abstract, but a short summary of the research and opinion relative to delight along with my comments. ANTECEDENTS OF DELIGHT/DISGUST Oliver, Rust, and Varki (1997) In a review of the services literature, Oliver, Rust, and Varki conclude that while a growing body of literature exists on consumer satisfaction and dissatisfaction, little academic work as been performed on customer delight (p. 313). Yet service practitioners believe that in order to retain customers they must go beyond satisfaction to delight. Indeed, they see delight/disgust as different concepts than satisfaction/dissatisfaction. The practitioners, then, define delight as a strong, positive, emotional reaction to a product or service. And though delight is dependent on emotion in the consumer's response to consumption, the type of emotion is not clear. . . The academic's perspective provides little insight into the concept of delight. While some assume that delight is at an extreme end of a satisfaction/dissatisfaction continuum, and by extension disgust is at the other, the research has not established this proposition. In their review of the emotion literature, delight is defined as "... a combination of high pleasure (joy, elation) and high activation ... or surprise (p. 317)." That is, delight occurs when the consumer experiences a positive outcome and the outcome is unanticipated. The authors develop a model of delight and satisfaction based on Oliver's (1981) disconfirmation paradigm. In a set of six hypotheses the model links (a) surprise to arousal, (b) disconfirmation and arousal to positive affect, (c) surprising consumption, arousal, and positive affect to delight, (d) positive affect and disconfirmation to satisfaction, and (e) satisfaction and delight to behavioral intention. To test the model, two studies examined consumers patronizing a recreational wildlife theme park (n = 90) and single ticket purchasers for a symphony concert (n = 104). …

28 citations

Journal ArticleDOI
04 Oct 2017
TL;DR: In this paper, the effects of surprise and startle on the performance of airline pilots in performing an aerodynamic stall recovery procedure were evaluated in a motion-base simulator with a poststall aerodynamic model.
Abstract: Objective: The aim of this study was to test if performance of airline pilots, in performing an aerodynamic stall recovery procedure, decreases when they are surprised, compared to when they anticipate a stall event. Background: New flight-safety regulations for commercial aviation recommend the introduction of surprise and startle in upset prevention and recovery training. This calls for more evidence on the effects of surprise on pilot performance, as well as methods to effectively induce surprise in training simulators. Method: The study took place in a motion-base simulator with a poststall aerodynamic model. Using a within-subjects design, the recovery performance of 20 pilots was tested in 2 conditions: 1 anticipated condition, and 1 surprise condition. In addition to flight parameters, subjective and physiological data relating to surprise and startle were measured. Results: Pilots had significantly more difficulties with adhering to the recovery procedure in the surprise condition compared to the anticipation condition. The subjective and physiological measures confirmed that the manipulation mainly increased surprise, and to a lesser extent also startle. Conclusion: The results suggest that pilots have more difficulty in managing an upset situation (i.e., an aerodynamic stall) when this situation is presented unexpectedly, underlining that upset prevention and recovery training should include elements of surprise.

28 citations

Book ChapterDOI
TL;DR: A crisis typically has three characteristics as discussed by the authors : it is unexpected, a complete surprise, and a crisis is normally unpleasant in that current plans are found to work less well than had been anticipated.
Abstract: A crisis typically has three characteristics. First, a crisis is unexpected, a complete surprise. Second, a crisis is normally unpleasant in that current plans are found to work less well than had been anticipated. Third, a crisis requires an urgent response of some kind. That is to say, an immediate change of plans is expected to reduce or avoid the worst consequences associated with the unpleasant surprise. These characteristics imply that not every public policy problem is a crisis, because many public policy problems are anticipated or long-standing. The present social security problem faced by most Organization of Economic Cooperation and Development (OECD) nations is not a crisis, although it is a serious problem. Other policy problems are clearly worsened rather than improved when current policies are abandoned. This may be said of constitutional law, in cases in which minor unexpected problems arise from longstanding political procedures. Other policy problems lack immediacy, even when they are unanticipated. This might be argued, for example, of global warming, which was unanticipated prior to 1990 yet is anticipated to take decades to emerge. Not every serious problem is a crisis.1

28 citations


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Performance
Metrics
No. of papers in the topic in previous years
YearPapers
2023675
20221,546
2021216
2020237
2019239
2018226