The single task condition of the Urbanczyk and Kennelly (1991) study was conducted while recording a continuous electroencephalographic (EEG) record. Attention was allocated by instructed lateral head orienting and eye gaze either congruently or incongruently with lateralized cognitive tasks. Thirty university subjects retained a digit span or a spatial location span for a 20 second retention interval. EEG data were extracted from the 20 second retention intervals and interhemispheric coherence was calculated for homologous sites in the temporal, parietal and occipital regions of the brain. There was a main effect for group, with congruent orienting producing greater coherence values than incongruent orienting. This effect of attention on alpha coherence values was found in the low alpha (8-10 Hz) frequency band. This provides evidence that the lower alpha frequency band is reflective of manipulations of attention. The higher coherence measures for the congruent orienting group indicates that homologous regions of the two hemispheres are more coupled into a single system when lateralized attention activates the same hemisphere performing the cognitive task. In the higher alpha frequency band (11-13 Hz) group, sex, site and task interacted. This provides evidence that the higher alpha band is more affected by cognitive processing of the …

In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationships that exist between these three variables: employee satisfaction, customer service quality, and customer satisfaction in a mid-sized retail bank. Data from three separate surveys collected during the same time period in 137 branches of a regional bank are analyzed using multiple regression analysis to determine whether relationships and interactions exist at a banking center level. While results of the analyses did not show a significant relationship between the variables, issues relevant to this determination are discussed and conclusions drawn regarding the nature of these constructs.