Is service climate strength beneficial or detrimental for service quality delivery?

This study examines whether climate strength has a direct, moderating, or curvilinear effect in the relationship between service climate and customer service quality perceptions. To this end, we carried out cross-sectional and lagged empirical studies in the Spanish hospitality sector. Our cross-sectional results confirmed that high climate strength in managerial practices fosters a positive impact of managerial practices on customer service quality evaluations. However, other results related to customer orientation of services question the idea that service climate strength is always a precursor of service quality. High climate strength in customer orientation enhanced the negative relationship between customer orientation and functional service quality in a cross-sectional study, and between customer orientation and relational service quality in a lagged study. In addition, an examination of curvilinear effects of climate strength revealed an inverted U-shaped relationship between climate strength in customer orientation and relational service quality over time. The article concludes with a discussion of these results.     

Should I follow my feelings? How individual differences in following feelings influence affective well-being,experience, and responsiveness

Individuals high in the propensity to follow their feelings notice their feelings and use the information provided by their feelings. We investigate the hypothesis that following feelings is a multidimensional, rather than a unidimensional, construct. We reasoned that people follow their positive feelings because these feelings signal the presence of rewards that should be approached and follow their negative feelings because these feelings signal the presence of threats that should be avoided. Because approach and avoidance stem from independent motivational systems, we hypothesized and found that following positive feelings and following negative feelings are separable dimensions. In part 1, we developed a measure, called the Following Affective States Test (FAST), to assess these dimensions and provided psychometric data supporting its adequacy. In part 2, we continued to validate the scale and found that this new conceptualization clarifies the debate concerning whether following feelings is psychologically beneficial. In part 3, we tested the utility of the FAST by demonstrating that it predicts the degree to which individuals notice, react to, and use positive and negative affective information.     

Should people pursue feelings that feel good or feelings that do good? Emotional preferences and well-being

Is it adaptive to seek pleasant emotions and avoid unpleasant emotions all the time or seek pleasant and unpleasant emotions at the right time? Participants reported on their preferences for anger and happiness in general and in contexts in which they might be useful or not (i.e., confrontations and collaborations, respectively). People who generally wanted to feel more happiness and less anger experienced greater well-being. However, when emotional preferences were examined in context, people who wanted to feel more anger or more happiness when they were useful, and people who wanted to feel less of those emotions when they were not useful, experienced greater well-being. Such patterns could not be explained by differences in the perceived usefulness of emotions, intelligence, perceived regulatory skills, emotional acceptance, social desirability, or general emotional preferences. These findings demonstrate that people who want to feel unpleasant emotions when they are useful may be happier overall. (PsycINFO Database Record (c) 2012 APA, all rights reserved).     

Reciprocal support provision: personality as a moderator?

In some cases, support provision can be predicted by the history of prior social exchange. Receiving may encourage providing. Moreover, personality dispositions may moderate the degree to which persons reciprocate support. Co‐student dyads (N = 43) facing an exam repeatedly reported their levels of received and provided support. Data revealed both direct and moderated reciprocal support provision. Actors' receipt of emotional support predicted the subsequent change in actors' provision of emotional support, indicating reciprocity. Also, more reciprocal emotional support provision was found in introverted and open individuals, whereas more reciprocal instrumental support provision was observed in introverts and less open individuals. Findings were partially validated when partner‐provided support instead of actor‐received support served as the predictor of later support provision. Copyright © 2006 John Wiley & Sons, Ltd.     

Is a change in work motivation related to a change in mental well-being?

The purpose of the study was to investigate the effect of changes on work motivation and the effect of the changes on future mental well-being. This prospective study comprised 577 employees who were followed up 18 months after a comprehensive baseline measurement. The response rate was 81% for the baseline and 72% for the follow-up. The results show that both negative and positive changes in work motivation over time (18 months) were related to exhaustion. A similar correlation was found between negative changes in work motivation and depression. The results show that employees with a decreased level of work motivation had a higher risk of experiencing more exhaustion and depression in the future. Thus, investing in activities to promote work motivation may be an effective means of preventing long-term sick leave for stress-related mental illness and of providing energy for successful career advancement.     

Is a change in work motivation related to a change in mental well-being?

The purpose of the study was to investigate the effect of changes on work motivation and the effect of the changes on future mental well-being. This prospective study comprised 577 employees who were followed up 18 months after a comprehensive baseline measurement. The response rate was 81% for the baseline and 72% for the follow-up. The results show that both negative and positive changes in work motivation over time (18 months) were related to exhaustion. A similar correlation was found between negative changes in work motivation and depression. The results show that employees with a decreased level of work motivation had a higher risk of experiencing more exhaustion and depression in the future. Thus, investing in activities to promote work motivation may be an effective means of preventing long-term sick leave for stress-related mental illness and of providing energy for successful career advancement.     

Is attention allocation sensitive to word informativeness?

Summary When two words are presented simultaneously, where one of them is predictable from the context and the other one is not, it is conceivable that attention is captured by the expected word (cf. Flowers, Polansky, & Kerl, 1981), or that attention is directed to where it is presumably more needed, namely to the unexpected word. To explore these possibilities we used a paradigm in which the subjects' primary task was to report either one or both of two simultaneously presented words, and attention was measured by performance on a secondary task, that is, detecting small gaps in a letter stroke. In a preliminary test, this measure of attention was found to be sensitive to the manipulation of attention by means of an arrow pointer. Word predictability was manipulated by presenting an incomplete sentence immediately before the two words. The sentence was either semantically congruent with one of the words or with neither of them. The mode of word report (partial vs. full) was manipulated between subjects. No difference was found in either mode between the gap detection scores in the expected and the unexpected words. Neither of those scores differed from the score for trials in which both words were unexpected. The results suggest that at the time of selection, or attention allocation, cues about word identity are not yet available, or are not utilized.Most of the work reported here was done as an M.A. thesis of the second author under the supervision of the first and third authors. The research was supported in part by a grant from the United States-Israel Binational Science Foundation (BSF), Jerusalem, Israel     

Feeling the green? Value orientation as a moderator of emotional response to green electricity

Framing effects on emotional responses in a green electricity choice are investigated in a survey of a random sample of 655 Swedish residents. The results show that overall more positive and less negative emotions are experienced for a promotion frame (“choosing green electricity and paying more”) than for a prevention frame (“not choosing green electricity and paying less”). Value orientation is shown to moderate the framing effect in that for the promotion frame, individuals with a self‐transcendence value orientation show the most positive and least negative emotion, whereas for the prevention frame, individuals with a self‐enhancement value orientation show the most positive and least negative emotion. Emotional responses are further shown to mediate the relationship between value orientation and intention to purchase eco‐labeled electricity.     

Does shared group identification lead to group creativity? Group regulatory focus as a moderator

Regarding the effect of identification on creativity in groups, two theoretical views compete. One view emphasizing group‐welfare motives underlying identification proposes a positive identification–creativity relationship in groups because members sharing high group identification are motivated to engage in behaviors that they believe are optimal for their group, including those that depart from the group's status quo, thus resulting in enhanced group creativity. The other view highlighting affiliative motives underlying identification, in contrast, posits a negative identification–creativity relationship in groups because highly identified members are motivated to engage in behaviors that certify their belongingness in the group, that is, behaviors that conform to the existing group norms and status quo, which constrains the group's potential for creativity. This study aims to reconcile these competing perspectives by invoking regulatory focus theory. Drawing on the notion that group identification effects rely on the content of group identity that the identification is based on, the authors suggest that group regulatory focus, as a critical group identity content, moderates the identification–creativity relationship in groups; the relationship is positive when the group's regulatory focus is highly promotion‐oriented, whereas it is negative when the group's regulatory focus is highly prevention‐oriented. Analyzing data from 65 workgroups in a cosmetics company in Korea, the authors show evidence that the identification–creativity relationship is positive in groups with a high promotion focus. The prediction regarding the prevention–focus moderation effect is not supported. The implications of the findings for both theory and practice are discussed.     

Differential validity of the Gottschalk-Gleser Anxiety Scales: is gender a moderator variable?

It can be hypothesized that affects like anxiety can be measured by content analysis of speech due to the phenomenon of mood congruent memory, which is found predominantly in females. To assess the effect of gender on the validity of the Gottschalk-Gleser Anxiety Scales, the standard procedure for obtaining verbal samples was followed and self-report measurements of comparable emotional constructs were applied concurrently. Measures of state and trait emotions were administered to 25 female and 25 male university students. In the female group 18 significant convergent validity coefficients were found. For males, content analytic anxiety scores showed four significant correlations with concurrent self-report scales. These results suggest that content analytic anxiety scores from female subjects may allow a more accurate prediction of state and trait emotions than anxiety scores from male subjects. Thus, gender might have a differential effect on the validity of the Gottschalk-Gleser Anxiety Scales.     

Belief in afterlife as a moderator of fear of death?

Investigating the notion that belief in afrerlife (BA) serves the function of helping the individual to deal with fear of death, a study was designed to explore the effect of public commitment to religion, repression-sensitization, and anticipatory concern with death and dying on BA, and examine the relationship between BA and state anxiety. Fifty students of theology and fifty students of various other subjects responded to a German version of Byrne's R-S scale, and then were randomly assigned to two conditions: they either worked through Thanatos-Questionnaire, and thereby were confronted with death and dying for about 15 to 20 minutes, or filled out a questionnaire unrelated to the topic. Thereupon, a BA scale was administered, and at last, subjects responded to a scale measuring state anxiety. The findings of Osarchuk and Tatz (1973) that religiously committed persons are strengthening BA after being confronted with death and dying could not be replicated. However, among subjects with no public commitment, those concerned with death and dying scored significantly lower on BA than those not concerned. This effect was especially observed among students classified as sensitizers. Because changes of BA did not correspond with changes of within cell correlations between BA and state anxiety, an alternative explanation of the findings in terms of dissonance theory is put forward.     

Is seasonal affective disorder a disorder of circadian rhythms?

Seasonal affective disorder (SAD) is a form of depression that starts in the fall and ends in the spring. This article reviews existing theories about the relationship between circadian rhythms and the disorder. Recent research indicates that as with pharmacologic antidepressants, at least 2-4 weeks are needed to demonstrate the effectiveness of bright-light therapy compared to placebo. The response to such treatment is strongest with precisely timed light exposure: treatment is optimal during the morning hours when the circadian system is susceptible to phase advance. Such clinical improvement is correlated with the magnitude of the phase shift induced. These observations suggest a model of circadian function in SAD and provide important guidelines for its treatment.     

Are affective events richly recollected or simply familiar? The experience and process of recognizing feelings past

The author used the remember/know paradigm and the dual process recognition model of A. P. Yonelinas, N. E. A. Kroll, I. Dobbins, M. Lazzara, and R. T. Knight (1998) to study the states of awareness accompanying recognition of affective images and the processes of recollection and familiarity that may underlie them. Results from all experiments showed that (a) negative stimuli tended to be remembered, whereas positive stimuli tended to be known; (b) recollection, but not familiarity, was boosted for negative or highly arousing and, to a lesser extent, positive stimuli; and (c) across experiments, variations in depth of encoding did not influence these patterns. These data suggest that greater recollection for affective events leads them to be more richly experienced in memory, and they are consistent with the idea that the states of remembering and knowing are experientially exclusive, whereas the processes underlying them are functionally independent.     

Can one pay attention to a particular color?

In an array of elements whose colors vary can we selectively choose to process all the items of a particular color preferentially in relation to those of another color? We addressed this question by presenting subjects with arrays containing many elements, and recording reaction times to a luminance change of one of the elements. Half the elements had one color and the other half another color--the spatial distribution being random. In two tasks--a simple detection of this change or a choice reaction time to the polarity of the change--we found that reaction times were independent of the number of items in the array. Cuing the subjects as to the color of the target item had no significant influence on the detection task, but subjects were faster if cued for the discrimination task. A further experiment replicated these findings and examined possible costs and benefits. Our final experiment separated the roles of attentional guidance and postattentional processes by having subjects judge the orientation of the target element and varying the magnitude of the target flash that defined which element was the target. We found that this judgment was also affected by color cuing, and that the size of the effect interacted with the flash strength, suggesting that color cuing has its influence at the stage of attentional guidance. We conclude that subjects can selectively attend to items on the basis of color given the appropriate task and stimulus dynamics.     

Is Keeping a Secret or Being a Secretive Person Linked to Psychological Symptoms?

This prospective study explored whether keeping a major secret, self-concealment (i.e., the predisposition to keep secrets), and social support at Time 1 predicted symptomatology levels 9 weeks later (Time 2) among a sample of 86 undergraduates. The results showed that the process of keeping a secret actually predicted fewer symptoms, whereas the personality variable of self-concealment predicted more symptoms at Time 2, even when the analyses controlled for social support. However, the predictive effects of both secret keeping and self-concealment were wiped out when the analyses statistically controlled for initial symptomatology, which was positively linked to self-concealment from the outset. These findings challenge conventional wisdom about the dangers of keeping a major secret and suggest that, instead, the kind of person who is secretive simply might be more vulnerable to symptoms.     

Is sense of coherence a mediator or moderator of relationships between violence at work and stress reactions?

The relationships between exposure to violence at work, sense of coherence, and stress reactions were analysed in a large sample of the Danish workforce. The results showed that employees subjected to violence have a weaker sense of coherence than the rest of the respondents. Sense of coherence acted as a mediator and not as a moderator of relationships between exposure to violence and psychological, psychosomatic and cognitive stress reactions. The stability of the sense of coherence construct is discussed. With respect to the relation between sense of coherence and violence, preventative measures at the individual and organizational level are suggested.