Frequent (flier) frustration and the dark side of word‐of‐web: exploring online dysfunctional behavior in online feedback forums

Purpose Following the perspective of frustration theory customer frustration incidents lead to frustration behavior such as protest (negative word‐of‐mouth). On the internet customers can express their emotions verbally and non‐verbally in numerous web‐based review platforms. The purpose of this study is to investigate online dysfunctional customer behavior, in particular negative “word‐of‐web” (WOW) in online feedback forums, among customers who participate in frequent‐flier programs in the airline industry. Design/methodology/approach The study employs a variation of the critical incident technique (CIT) referred to as the critical internet feedback technique (CIFT). Qualitative data of customer reviews of 13 different frequent‐flier programs posted on the internet were collected and analyzed with regard to frustration incidents, verbal and non‐verbal emotional effects and types of dysfunctional word‐of‐web customer behavior. The sample includes 141 negative customer reviews based on non‐recommendations and low program ratings. Findings Problems with loyalty programs evoke negative emotions that are expressed in a spectrum of verbal and non‐verbal negative electronic word‐of‐mouth. Online dysfunctional behavior can vary widely from low ratings and non‐recommendations to voicing switching intentions to even stronger forms such as manipulation of others and revenge intentions. Research limitations/implications Results have to be viewed carefully due to methodological challenges with regard to the measurement of emotions, in particular the accuracy of self‐report techniques and the quality of online data. Generalization of the results is limited because the study utilizes data from only one industry. Further research is needed with regard to the exact differentiation of frustration from related constructs. In addition, large‐scale quantitative studies are necessary to specify and test the relationships between frustration incidents and subsequent dysfunctional customer behavior expressed in negative word‐of‐web. Practical implications The study yields important implications for the monitoring of the perceived quality of loyalty programs. Management can obtain valuable information about program‐related and/or relationship‐related frustration incidents that lead to online dysfunctional customer behavior. A proactive response strategy should be developed to deal with severe cases, such as sabotage plans. Originality/value This study contributes to knowledge regarding the limited research of online dysfunctional customer behavior as well as frustration incidents of loyalty programs. Also, the article presents a theoretical “customer frustration‐defection” framework that describes different levels of online dysfunctional behavior in relation to the level of frustration sensation that customers have experienced. The framework extends the existing perspective of the “customer satisfaction‐loyalty” framework developed by Heskett et al.

Kiinnostusta vai ahdistusta? : Opettajaksi opiskelevien akateemiset tunteet, motivaatio ja opiskelun ongelmat suhteessa hyvinvointiin ja menestykseen aktivoivalla luentokurssilla

Previous studies indicate that positive learning experiences are related to academic achievement as well as to well-being. On the other hand, emotional and motivational problems in studying may pose a risk for both academic achievement and well-being. Thus, emotions and motivation have an increasing role in explaining university students learning and studying. The relations between emotions, motivation, study success and well-being have been less frequently studied. The aim of this study was to investigate what kind of academic emotions, motivational factors and problems in studying students experienced five days before an exam of an activating lecture course, and the relations among these factors as well as their relation to self-study time and study success. Furthermore, the effect of all these factors on well-being, flow experience and academic achievement was examined. The term academic emotion was defined as emotion experienced in academic settings and related to studying. In the present study the theoretical background to motivational factors was based on thinking strategies and attributions, flow experience and task value. Problems in studying were measured in terms of exhaustion, anxiety, stress, lack of interest, lack of self-regulation and procrastination. The data were collected in December 2009 in an activating educational psychology lecture course by using a questionnaire. The participants (n=107) were class and kindergarten teacher students from the University of Helsinki. Most of them were first year students. The course grades were also gathered. Correlations and stepwise regression analysis were carried out to find out the factors that were related to or explained study success. The clusters that presented students´ problems in studying as well as thinking strategies and attributions, were found through hierarchical cluster analysis. K-means cluster analysis was used to form the final groups. One-way analysis of variance, Kruskal-Wallis test and crosstabs were conducted to see whether the students in different clusters varied in terms of study success, academic emotions, task value, flow, and background variables. The results indicated that academic emotions measured five days before the exam explained about 30 % of the variance of the course grade; exhaustion and interest positively, and anxiety negatively. In addition, interest as well as the self-study time best explained study success on the course. The participants were classified into three clusters according to their problems in studying as well as their thinking strategies and attributions: 1) ill-being, 2) carefree, and 3) committed and optimistic students. Ill-being students reported most negative emotions, achieved the worst grades, experienced anxiety rather than flow and were also the youngest. Carefree students, on the other hand, expressed the least negative emotions and spent the least time on self-studying, and like committed students, experienced flow. In addition, committed students reported positive emotions the most often and achieved the best grades on the course. In the future, more in-depth understanding how and why especially young first year students experience their studying hard is needed, because early state of the studies is shown to predict later study success.

As relações entre raiva e habilidades sociais em indivíduos com transtornos alimentares

Os Transtornos Alimentares (TA) são caracterizados por graves perturbações no comportamento alimentar, geralmente de início precoce e curso duradouro. Vários fatores estão associados a sua etiologia, como fatores familiares, socioculturais, biológicos e psicológicos. Alguns autores demonstraram existir correlação entre gravidade nos comportamentos alimentares inadequados, baixos níveis de assertividade, altos níveis de hostilidade autodirigida e dificuldade em expressar a raiva. Além disso, a raiva tem sido relacionada principalmente aos episódios de compulsão alimentar e métodos compensatórios. A literatura, já há algum tempo reconhece o papel central do afeto negativo na etiologia e manutenção da compulsão alimentar. A teoria da regulação do afeto pressupõe que os episódios de compulsão alimentar estão associados a uma dificuldade para regular as emoções de forma adaptada, configurando-os como uma estratégia inadequada para aliviar sofrimento e reduzir afetos intensos. Pesquisadores indicam que um terço das mulheres com compulsão alimentar, comem em resposta a emoções negativas, mais especificamente a raiva, depressão e ansiedade. A compulsão alimentar teria como função regular a experiência emocional, reduzindo a consciência da emoção. A raiva também tem sido associada a déficits em habilidades sociais. A literatura sugere que os indivíduos socialmente habilidosos são mais propensos a manejar com a emoção da raiva do que aqueles com déficits em habilidades sociais e resolução de problemas, e que muitos dos tratamentos efetivos para raiva e comportamento agressivo incluem o desenvolvimento dessas habilidades. Assim como elevados níveis de raiva estão associados a comportamentos alimentares disfuncionais, evidências apontam para a relação entre déficits em habilidades sociais e gravidade do comportamento alimentar. A literatura mostra que no tratamento da raiva, o treinamento de habilidades sociais tem sido bastante efetivo. Dessa forma, identificar de que forma a raiva se relaciona ao comportamento alimentar inadequado , bem como aos déficits em habilidades sociais se torna relevante para a criação de programas de intervenção que tenham como objetivo ensinar o indivíduo a manejar com a raiva e frustração, aumentando assim, a capacidade de resolução de problemas e diminuindo a ocorrência de comportamentos alimentares inadequados. Portanto, o objetivo desse estudo é avaliar as relações entre habilidades sociais e a raiva em pacientes com Bulimia Nervosa e Transtorno da Compulsão Alimentar Periódica. Em função das críticas ao uso de questionários de auto-informe em pesquisas, essa tese foi dividida em três estudos. O primeiro foi uma revisão sistemática da literatura que teve como propósito avaliar as relações entre níveis disfuncionais de raiva e compulsão alimentar em pacientes com bulimia nervosa e TCAP. O segundo estudo avaliou as relações entre níveis de habilidades sociais, raiva disfuncional e gravidade da compulsão alimentar em amostra clínica, através de questionários de autorrelato. E por fim, o terceiro estudo teve como objetivo identificar pensamentos automáticos e comportamentos associados a emoção da raiva através de entrevista estruturada, composta por cinco questões abertas. Os resultados de cada estudo serão discutidos, assim como sua implicação no tratamento dos TA

负性情绪对分泌型免疫球蛋白A的影响以及事件相关电位的关联变化

Although the influence of emotional states on immune function has been generally recognized, researches on the effects of negative emotion on individual SIgA levels have reported mixed findings. Our study aimed to elucidate the relationship between changes in EEG activity and cognitive and psychological mechanisms to the immune changes induced by negative emotion. In experiment one, we investigated how the negative emotional arousal that was induced by watching a number of unpleasant pictures altered the concentration of secretory immunoglobulin A (SIgA). Although our results found discrepancies in the changing tendency of SIgA concentration among participants (some participants’ SIgA decreased after watching unpleasant pictures, whereas others increased), further analysis revealed a coherency among the changing of SIgA concentration, participants’ general coping styles and their actual emotion regulation strategies in perceiving unpleasant pictures, and the event-related potentials (ERPs) associated with the watching of unpleasant pictures. The participants whose SIgA increased after watching unpleasant pictures (the increasers) had higher positive coping scores in the Trait Coping Styles Questionnaire (TCSQ) than those whose SIgA decreased (the decreasers). Also, relative to the decreasers, the increasers tended to use more emotion regulation strategies especially when the presented pictures were extremely negative and exhibited a reverse dissociation pattern between the extremely negative pictures and the moderately negative ones in the amplitude of late positive potential (LPP) that was related to the cognitive evaluation of stimuli’s meaning. On this basis, Event-related potentials were recorded first while participants passively viewed unpleasant pictures, and then during an emotion regulation block in which participants were instructed to reappraise unpleasant pictures in the experiment two. We also collected the immune index before and after the passive viewing block and the emotion regulation block. Our study proved that participants felt a less intense emotional response to unpleasant pictures that followed a reappraisal instruction. The decreasing emotional responding to unpleasant pictures decreased the amplitude of the LPP. But larger N2 was induced in the emotion regulation block, because the participants needed to obtained more attentional resources to detect and integrate more stimulus features to use the cognitive reappraisal strategy effectively. The present study has important theoretic and practical significance. For the theoretic significance, our study elucidated the relationship between changes in EEG activity and cognitive and psychological mechanisms to the immune changes induced by negative emotion by using the technologies of ERP, experimental interview and psychological measurement. Meanwhile, our study also provided an explanation for the different changing tendencies of SIgA induced by negative emotions, and it plays an important role in further studying the cognitive neural mechanisms of immune level in response to emotion. As to the practical significance, our study suggests that individuals who use active emotion regulation in the face of negative emotion stimuli may experience significantly increases in immune system function, subsequently lowering the possibility of infection.

情绪对创造力影响的发展性特点

Although robust findings have been that positive mood leads to greater creativity, several other literatures have found that negative mood sometimes results in more creative performance than positive or neutral mood. Several possible explanations for this emotion–creativity link have been proposed by researchers, but there has not yet been definitive research identifying the mechanism(s) behind this relationship. This research represents an initial step in this direction, examining the possibility that Intelligence Current may be a contributing mechanism in the emotion–creativity link from the perspective of development. The object of the present study was to do the followings 1) the effects and mechanism(s) of emotions on creativity development from adolescence to young adulthood by Unusual Uses Test; 2) the possibility that Intelligence Current may be a contributing mechanism in the emotion–creativity link. The participants were 849 adolescents in high schools and 267 undergraduates in the university aged from 11 to 22 years old. The mechanism(s) for emotion-creativity link was explored by cognitive flexibility (assessed using Abstract Match Task), tolerance (inclusive) ratings (assessed using Categorization of Analogy Task), uses originality ratings, and confidence ratings. Results indicated that: 1) The level of creativity varied with age. It increased from 11 years on, but decreased at about 14 to improve again from 15 to 22 years. 2) The different effects of emotions on creativity development among adolescents and undergraduates emerged, but the effects of positive and negative emotions on creativity didn’t differ from each other for the whole participants. Furthermore, compared with positive and negative emotions, the neutral emotions produced the lowest creativity for 11.00-13.99 years old group, but produced the highest creativity for 14.00-14.99 and 17.00-21.99years old. 3) Positive emotions have been shown to enable individuals to higher level of cognitive flexibility and better performance than negative emotions by Abstract Match Task, which could be considered that the Intelligence Current may be a contributing mechanism in the emotion–creativity link. 4) Positive emotions have been shown to enable individuals to own higher confidence, to categorize items with more flexibility, to see more potential relatedness among unusual and atypical members of categories, to evaluate items more originality than negative emotions among most of participants, especially the group of 14.00-14.99 years old. In sum, the present study helps us to further understand that the term ‘Intelligence Current’ is further explained and the problems found in relationships between creativity and emotions. However, further research is required to explore and confirm the conclusions of the present study.

Emotion and vantage point in autobiographical

Autobiographical memories may be recalled from two different perspectives: Field memories in which the person seems to remember the scene from his/her original point of view and observer memories in which the rememberer sees him/herself in the memory image. Here, 122 undergraduates participated in an experiment examining the relation between field vs. observer perspective in memory for 10 different emotional states, including both positive and negative emotions and emotions associated with high vs. low intensity. Observer perspective was associated with reduced sensory and emotional reliving across all emotions. This effect was observed for naturally occurring memory perspective and when participants were instructed to change their perspective from field to observer, but not when participants were instructed to change perspective from observer to field.

Authoritarianism, threat, and prejudice: An analysis of mediation and moderation

Right-wing authoritarianism is a central construct in individual differences approaches to prejudice. Its power to predict prejudice is often attributed to perceived threat. However, the exact moderating and mediating processes involved are little understood. In two studies (Ns=53, 84), exposure to threatening versus nonthreatening information about an ethnic out-group had reliable indirect effects on prejudice in authoritarians, but not in nonauthoritarians, largely because authoritarians were more likely to perceive actual threat when they interpreted the information received to represent a threatening argument. Additionally, in Study 2, authoritarians reacted more strongly with negative emotions when they perceived actual threat.

Allelic variation at the A218C tryptophan hydroxylase polymorphism influences agitation and aggression in Alzheimer's disease

The behavioural and psychological symptoms of dementia are common, distressing to carers, and directly linked to the requirement for institutional care. Symptoms of aggression and agitation are particularly difficult for carers to tolerate. The origin of these features is unclear although genetic and environmental modification of pre-frontal serotonergic circuitry which regulates the control of negative emotions is proposed. Following the suggestion that the A218C intronic polymorphism of the tryptophan hydroxylase gene influences aggression and anger in non-demented individuals, we tested the influence of A218C on symptoms of agitation/aggression in 396 Alzheimer's disease patients using the Neuropsychiatric Inventory. Overall, 50% of participants experienced agitation/aggression in the month prior to interview. It was observed that male patients with a history of agitation/aggression were more likely to possess C-containing genotypes (P = 0.044, OR = 1.65, CI = 0.98-2.76). We conclude that aggression in male subjects with Alzheimer's disease may be genetically linked to polymorphic variation at the tryptophan hydroxylase gene.

Characteristics of offenders:The HEXACO model of personality as a framework for studying offenders' personality

What are the personality differences between individuals who commit crime and those who refrain from crime? The HEXACO model of personality combines facets of honesty and humility with those of emotionality, extraversion, conscientiousness, agreeableness, and openness to experience within a unifying framework of personality. We applied the HEXACO model to examine differences in personality between offenders and nonoffenders. Criminal offenders differed from nonoffenders on five of the six dimensions of personality proposed by the HEXACO model. Compared to nonoffenders, offenders exhibited stronger tendencies toward greed and unfairness, but were also more anxious and fearful. Conversely, the offenders scored lower than nonoffenders on a number of facets of sociability, liveliness, and social boldness. The present findings indicate that offenders may in part be characterized by increased negative emotions but decreased sociability and liveliness. The HEXACO model of personality provides a valuable tool for studying this unique and important population. © 2012 Copyright Taylor and Francis Group, LLC.

The expression of pain in infants and toddlers:developmental changes in facial action

Age-related changes in the facial expression of pain during the first 18 months of life have important implications for our understanding of pain and pain assessment. We examined facial reactions video recorded during routine immunization injections in 75 infants stratified into 2-, 4-, 6-, 12-, and 18-month age groups. Two facial coding systems differing in the amount of detail extracted were applied to the records. In addition, parents completed a brief questionnaire that assessed child temperament and provided background information. Parents' efforts to soothe the children also were described. While there were consistencies in facial displays over the age groups, there also were differences on both measures of facial activity, indicating systematic variation in the nature and severity of distress. The least pain was expressed by the 4-month age group. Temperament was not related to the degree of pain expressed. Systematic variations in parental soothing behaviour indicated accommodation to the age of the child. Reasons for the differing patterns of facial activity are examined, with attention paid to the development of inhibitory mechanisms and the role of negative emotions such as anger and anxiety.

Imagens das línguas e afectividade em contexto escolar

Enquadrado numa perspectiva sócio-construtivista em Didáctica de Línguas (DL), o presente trabalho propõe-se identificar e descrever as imagens face às línguas estrangeiras, em particular à língua Alemã, e sua aprendizagem, que se manifestam numa determinada comunidade escolar. Com base nas imagens identificadas, pretende-se compreender de que forma elas se relacionam com a dimensão afectiva presente no processo de ensinoaprendizagem, nomeadamente no que diz respeito à relação afectiva que o aprendente vai construindo com o alemão, objecto de estudo. Neste quadro, foram traçadas as seguintes questões de investigação para este trabalho: (1) Que imagens face às línguas escolares (inglês, francês, espanhol, português e, em particular, alemão), se manifestam numa determinada comunidade escolar (considerando os alunos, encarregados de educação, professores, administração da escola e funcionários)?; Como se (inter-) relacionam estas imagens nos diferentes públicos considerados?; (2) De que forma se manifestam as imagens face à língua alemã e sua aprendizagem na interacção em sala de aula de Alemão (LE)? Quais as marcas discursivas que as identificam e tecem?; De que forma estão estas imagens associadas às emoções e (3) Quais as emoções associadas às imagens do Alemão e sua aprendizagem em contexto de sala de aula? A investigação recente em DL sugere que as imagens que um determinado sujeito constrói face a uma dada língua permitem compreender as suas atitudes e comportamentos face à mesma, nomeadamente no que diz respeito à relação afectiva que vai construindo com a língua em causa e sua aprendizagem (cf. ARAÚJO E SÁ & SCHMIDT 2008, DE PIETRO & MÜLLER 1997, MÜLLER 1998, PERREFORT 2001). Estas imagens, enquanto constructos sociais, elaboram-se, revitalizam-se e cristalizam-se na e pela interacção verbal em sala de aula. Nesta perspectiva, o presente trabalho discute os conceitos de imagem/representação face às línguas, relacionandoos com a dimensão afectiva (inegavelmente) presente nos processos de ensino-aprendizagem das LE e à luz de uma abordagem interaccional em DL. A investigação desenrolou-se em duas fases. Numa primeira, aplicou-se um inquérito por questionário a toda uma comunidade escolar (incluindo todos os públicos anteriormente referidos), numa escola secundária com terceiro ciclo em Albergaria-a-Velha, no distrito de Aveiro. Os dados recolhidos foram analisados segundo uma abordagem mista (quantitativa e qualitativa). Os resultados apontam para imagens fortemente escolarizadas, na medida em que os inquiridos parecem considerar as línguas estrangeiras sobretudo enquanto objectos de apropriação em contextos escolares. Identificaram-se imagens homogéneas e consistentes das línguas estrangeiras, evidenciando-se, no que à língua alemã diz respeito, a sua dificuldade. Os resultados relacionam-se com os obtidos noutras investigações realizadas em terreno nacional em DL, corroborando alguns e complementando outros (ARAÚJO E SÁ 2008, SIMÕES 2006, PINTO 2005, MELO 2006 e Projecto Imagens das Línguas na comunicação intercultural: contributos para o desenvolvimento da competência plurilingue). Numa segunda fase, acompanhou-se uma turma de alemão (LE) ao longo de um ano lectivo completo, tendo-se procedido à vídeo-gravação das aulas e, posteriormente, à identificação do que designámos por ‘episódios significativos’, para constituição do corpus de análise. A análise interaccional destes episódios permitiu a identificação de diferentes marcas discursivas (verbais, para-verbais e não-verbais) que indiciam, por um lado, a circulação e (re)construção de imagens face ao alemão e sua aprendizagem e, por outro, a presença de um conjunto de emoções associadas a estas imagens, nos discursos dos aprendentes e da professora. No que diz respeito à imagem da dificuldade do alemão e da sua aprendizagem, cristalizaram-se seis indicadores: (1) a compreensão oral e a pronúncia, (2) o léxico e as palavras compostas (3) os números, (4) a leitura, (5) o sistema de regras gramaticais e, finalmente, (6) a auto-imagem dos alunos enquanto aprendentes de alemão. Os resultados sugerem ainda a associação destas imagens a emoções tendencialmente ‘negativas’ (por exemplo a arrelia e o embaraço), isto é, que se traduzem numa atitude de distanciamento e de evitamento linguístico. Face às conclusões obtidas, propõe-se um conjunto de princípios enquadradores para uma educação em línguas ‘afectivamente consciente’ e capaz de promover imagens mais positivas das línguas e das suas aprendizagens, designadamante do alemão. Considerando-se a diminuição acentuada dos aprendentes de alemão (LE) em contexto escolar nacional nos últimos dez anos, aponta-se para a necessidade de melhor compreender a relação entre a falta de popularidade escolar desta língua e a imagem da sua dificuldade (de aprendizagem).

Emotional Responses to Disfigured Faces: The Influences of Perceived Anonymity, Empathy, and Disgust Sensitivity

Two experiments investigated self-reported emotional reactions to photographs of people with attractive, unattractive or structurally disfigured faces. In Experiment 1 participants viewing disfigured faces reported raised levels of sorrow and curiosity but not raised levels of negative emotions. In Experiment 2 there was more negative emotion and less positive emotion reported under conditions of relatively high anonymity, compared to low anonymity, specific to disfigured faces, suggesting that self-reports are influenced by social desirability. Trait empathy was associated with sorrow and negative emotions when viewing disfigured faces. Disgust sensitivity was associated with negative emotions and inversely associated with positive emotions.

O papel da emoção no impacto gerado pelas campanhas de sensibilização do terceiro setor: uma análise sobre a campanha “Para Ajudar Partilhe” da APAV

Dissertação apresentada à Escola Superior de Comunicação Social como parte dos requisitos para obtenção de grau de mestre em Publicidade e Marketing.

Effect of Emotion and Personality on Deviation from Purely Rational Decision-Making

Human decision-making has consistently demonstrated deviation from "pure" rationality. Emotions are a primary driver of human actions and the current study investigates how perceived emotions and personality traits may affect decision-making during the Ultimatum Game (UG). We manipulated emotions by showing images with emotional connotation while participants decided how to split money with a second player. Event-related potentials (ERPs) from scalp electrodes were recorded during the whole decision-making process. We observed significant differences in the activity of central and frontal areas when participants offered money with respect to when they accepted or rejected an offer. We found that participants were more likely to offer a higher amount of money when making their decision in association with negative emotions. Furthermore, participants were more likely to accept offers when making their decision in association with positive emotions. Honest, conscientious, and introverted participants were more likely to accept offers. Our results suggest that factors others than a rational strategy may predict economic decision-making in the UG.

Electrophysiological and behavioural correlates of facial identity and expression perception deficits following a closed head injury /

A large variety of social signals, such as facial expression and body language, are conveyed in everyday interactions and an accurate perception and interpretation of these social cues is necessary in order for reciprocal social interactions to take place successfully and efficiently. The present study was conducted to determine whether impairments in social functioning that are commonly observed following a closed head injury, could at least be partially attributable to disruption in the ability to appreciate social cues. More specifically, an attempt was made to determine whether face processing deficits following a closed head injury (CHI) coincide with changes in electrophysiological responsivity to the presentation of facial stimuli. A number of event-related potentials (ERPs) that have been linked specifically to various aspects of visual processing were examined. These included the N170, an index of structural encoding ability, the N400, an index of the ability to detect differences in serially presented stimuli, and the Late Positivity (LP), an index of the sensitivity to affective content in visually-presented stimuli. Electrophysiological responses were recorded while participants with and without a closed head injury were presented with pairs of faces delivered in a rapid sequence and asked to compare them on the basis of whether they matched with respect to identity or emotion. Other behavioural measures of identity and emotion recognition were also employed, along with a small battery of standard neuropsychological tests used to determine general levels of cognitive impairment. Participants in the CHI group were impaired in a number of cognitive domains that are commonly affected following a brain injury. These impairments included reduced efficiency in various aspects of encoding verbal information into memory, general slower rate of information processing, decreased sensitivity to smell, and greater difficulty in the regulation of emotion and a limited awareness of this impairment. Impairments in face and emotion processing were clearly evident in the CHI group. However, despite these impairments in face processing, there were no significant differences between groups in the electrophysiological components examined. The only exception was a trend indicating delayed N170 peak latencies in the CHI group (p = .09), which may reflect inefficient structural encoding processes. In addition, group differences were noted in the region of the N100, thought to reflect very early selective attention. It is possible, then, that facial expression and identity processing deficits following CHI are secondary to (or exacerbated by) an underlying disruption of very early attentional processes. Alternately the difficulty may arise in the later cognitive stages involved in the interpretation of the relevant visual information. However, the present data do not allow these alternatives to be distinguished. Nonetheless, it was clearly evident that individuals with CHI are more likely than controls to make face processing errors, particularly for the more difficult to discriminate negative emotions. Those working with individuals who have sustained a head injury should be alerted to this potential source of social monitoring difficulties which is often observed as part of the sequelae following a CHI.