Consumers' Affective Response to Delays at Different Phases of a Service Delivery1

A field experiment was conducted in an educational setting to investigate affective reactions occurring at different phases of the delivery of a service. An eight-minute delay caused more negative affective reactions when it occurred either before the service started (preprocess) or after the service had terminated (postprocess) than when it occurred in the middle of the service encounter (in-process). No differences were observed for positive affect. Field theory is proposed as a theoretical framework to account for the results, and practical applications for addressing the social problem of structuring waiting environments are discussed.     

Customer Reactions to Staff Empowerment: Mediators and Moderators

For over a decade, the empowerment of service staff has been touted as an effective means of improving worker satisfaction and performance. The 2 studies described in this paper assess likely customer reactions to staff empowerment. In Study I, conditions of full empowerment produced higher customer satisfaction ratings than did either limited or no empowerment, with evidence that the link between empowerment and satisfaction is mediated primarily by perceptions of procedural fairness. In Study 2, full empowerment was again associated with high satisfaction and with positive appraisals of the empowered staff member, although these effects were moderated by the employee's communication style.     

Reactions to Patients' Self-or Chance-Blaming Attributions for Illnesses Having Varying Life-style Involvement

The effects of the perceived accuracy of attributions of self blame and chance blame were examined in the context of health care. Health practitioners ( N = 147) rated interviews in which patients made self-or chance-blaming attributions for diseases with high (heart attack, stroke), or low (cancer, arthritis) life-style involvement, or acidental injuries. Three discriminant analyses yielded p < .001. Self-blaming heart and stroke patients were rated as coping better and acting more appropriately and typically than chance blamers. Other self blamers were rated as more depressed, poorly adjusted, coping poorly, not accepting disability, needing counselling and information. Additionally, self-blaming accident victims were judged as more dependent, less likeable, and having poorer prognoses than chance blamers. Realistic self blame for life-style diseases did not lead to victimization, but other self-blaming patients were stigmatized and the adaptiveness of self blame as a coping strategy was unrecognized.     

Measuring Customer Service Orientation: An Examination of the Validity of the Customer Service Profile

The construct of customer service is taking on an ever increasing level of importance in today's global economy. Organizations need a way to identify those individuals who have the demeanor to effectively serve the public. The present study discusses the development and validation of a personality-based instrument which organizations can use to select high-quality service providers. Multiple converging sources of validity are discussed. Specifically, the authors collected validity evidence using customer related (vs. supervisor) ratings, an area relatively neglected in the service literature. Evidence suggests that customer ratings are viable and an important criterion for use in the validation of customer service instruments. Implications of these findings are discussed in terms of both workplace intervention and future research.     

Linking Situational Constraints to Customer Satisfaction in a Service Environment

Cet article examine les rapports entre la satisfaction de la clientèle et les contraintes relevant des situations techniques et sociales. A cette fin, une enquête de terrain fut réalisée auprès d'un échantillon de 57 managers et 835 clients d'organisations de service. On a recensé les contraintes sociales et techniques vécues par les managers. La satisfaction des clients a également été mesurée avec plusieurs aspects des services. En général, l'absence de situation contraignante dans les organisations de service était en relation positive avec la satisfaction de la clientèle. Les résultats montrent aussi que la seule contribution des contraintes techniques à la satisfaction des clients était supérieure à celle des contraintes sociales. Nous signalons des implications managériales et des orientations pour les futures recherches portant sur les relations entre les contraintes et la satisfaction des clients.
This paper aims to test the links of social and technical situational constraints to customer satisfaction with services. To this end, a field survey study was conducted using a sample of 57 managers and 835 customers of service organisations. We studied social and technical constraints perceived by managers. Customer satisfaction with several service attributes was also measured. In general, a lack of situational constraints in service organisations was positively associated with customer satisfaction. The results also showed that the unique contribution of technical constraints to customer satisfaction was greater than that of social constraints. We point out managerial implications and future directions for research on constraints–customer satisfaction relationships.     

Predictors of Client Satisfaction in Executive Outplacement: Implications for Service Delivery

This study examined various program components of professional outplacement relative to client satisfaction using a sample that comprised a majority of former executives seeking jobs. Results from a pencil-and -paper client survey suggest that outplacement content components (job search training, preparation) and process components (consultant relationship, clarity of expectations, assistance in maintaining focus) were better predictors of client satisfaction when compared with contextual components (library, software, administrative support). Findings from this study suggest that issues of self-efficacy may make a key contribution not only to client satisfaction, but to the design and the administration of outplacement services.     

Customer Service Behavior: The Interaction of Service Predisposition and Job Characteristics

The achievement of customer satisfaction in service operations depends to a great extent on employee customer service behavior (CSB). In this study, 123 service providers (77% response rate) responded to a survey assessing service predisposition and job characteristics. Employees also completed a behaviorally based CSB measure developed after interviewing and surveying customers (n=96). Analyses suggest that job characteristics, alone, accounted for a significant amount of CSB variance. Job characteristics did not moderate the relationship between service predisposition and CSB. In contrast to previous work, service predisposition and CSB were not correlated. A service provider typology is presented to explain these findings.     

Improving Customer Reactions to Electronic Brokered Ultimatums: The Benefits of Prior Experience and Explanations

Because of the growth of online discount travel intermediaries (e.g., Priceline), researchers have become interested in how customers react to electronic brokered ultimatum bargaining contexts. This paper investigates how characteristics of the customer and characteristics of the bargaining context might ameliorate customers' (a) perceptions of justice; (b) willingness to recommend the intermediary to others; and (c) willingness to repatronize the intermediary. We found that customer familiarity generally improved customer reactions to the electronic intermediary. We found a moderating effect for intermediary explanations in the form of an excuse, as explanations improved customer reactions when offers were rejected, but worsened reactions when offers were accepted.     

Treating Childhood Anxiety in Schools: Service Delivery in a Response to Intervention Paradigm

Millions of youth who attend schools in the United States suffer from clinically significant anxiety. Left untreated, these students often experience significant disruptions in their academic, social, and family functioning. Fortunately, promising treatments exist for childhood anxiety that are amenable for delivery in school settings. However, educational law and new service delivery paradigms such as response-to-intervention (RtI) affect the delivery of anxiety interventions. In light of extant laws and practices that govern education, this article discusses the provision of supportive services to address childhood anxiety. Specifically, this article reviews how RtI, the Individuals with Disabilities Education Improvement Act, and Section?504 of the Rehabilitation Act guide service delivery and subsequently impact school-based anxiety treatments. Suggestions are provided to address childhood anxiety within a framework that allows for graduated and fluid service delivery.     

The Challenge of Cultural Blindness: Implications for Family-Focused Service Delivery

When dealing with culturally diverse families, special education professionals need to be aware of the challenge of cultural blindness and acknowledge the cultural assumptions imbedded in the services they offer. Using data from qualitative interviews with Native American mothers and participant observations of a parent support group on their reservation, I analyze the implications of cultural blindness for the empowerment of minority families.     

Effects of Employee Sickness Presence on Customer Repurchase and Recommendation Intentions: The Role of Customer Affective Reactions

Sickness presence can have important individual and organizational consequences, such as health deterioration or productivity loss. Additional risks, such as negative customer reactions, may be particularly relevant in the service sector. Based on affective events theory and appraisal theories, we hypothesize that employee sickness presence negatively impacts customer repurchase and recommendation intentions. Furthermore, we explore potential affective mechanisms of these effects, including disease avoidance, personal anger, moral outrage, post-consumption guilt, and customer compassion for the employee. We conducted four studies, including three experimental vignette methodology studies (Ns?=?227, 72, and 763) and a qualitative study (N?=?54). In Study 1, employee sickness presence had negative effects on repurchase and recommendation intentions. Results of Study 2 show that customers experienced disgust, fear, anger, guilt, compassion, and indifference in response to sickness presence. In Study 3, anger explained the negative effects of employee sickness presence on repurchase and recommendation intentions, while appraisals of moral fairness were negatively related to both customer intentions. Finally, in Study 4, disgust and anger explained negative effects, while fear, guilt, and compassion explained positive effects of employee sickness presence on customer intentions. Appraisals of goal incongruence, reduced agency of the customer, and uncertainty were negatively related to customer intentions. The physical absence of the customer in the service encounter (phone call) mitigated the experience of disgust, fear, and anger, whereas it exacerbated feelings of compassion for the ill employee.

     

Customer Service Orientation in Managerial and Non-Managerial Employees: An Exploratory Study

The customer service orientation of managerial and non-managerial employees from a large financial services organization were compared using the Customer Service Skills Inventory (CSSI). The results indicated that, in comparison to non-managerial employees, managers scored significantly higher on Pressure Tolerance, Independent Judgment, and Responsiveness, and significantly lower on Realistic Orientation.     

I Can't Wait to Get Married: Gender Differences in Drive to Marry

In this study we examined a new construct—the Drive to Marry (DTM). Young single men and women (149 men and 246 women) rated their desire to get married and completed measures of their valuing of marital, parental, and occupational roles; concern about others' views of them; and feminist attitudes. We found that women had a higher DTM than did men. In both genders, DTM was predicted by the value of parental role and by concern about others' views of them. In women, DTM was also predicted by traditional attitudes toward gender roles, and there was a trend for women who valued the occupational role to have a lower DTM. Conservative women, women who valued the parental role, and women with a higher DTM were also more likely to want to use the title “Mrs.” and to adopt their husband's surname. An earlier version of this paper was presented at the annual meeting of the Midwestern Psychological Association in May 2004.     

Research in Adolescent Suicide: Implications for Training,Service Delivery,and Public Policy

Four domains of research in adolescent suicide are reviewed: (1) the role of psychopathology, (2) family history of psychopathology, (3) mental health treatments, and (4) firearms in the home. Based on the extant literature, recommendations are made for changes in training, service delivery, and public policy. Among the recommendations for training professionals are: an emphasis on diagnostic proficiency, skill and attentiveness in the assessment of the entire family unit, and assessment of the availability of firearms in the home. With respect to changes in service delivery, we recommend treatment of the entire family system, and treatment of psychiatric and substance abuse problems in the same setting, and we show the need for a continuum of intensity of care from inpatient to outpatient. With respect to policy changes, we recommended parity of mental and physical health insurance coverage, screening for psychiatrically at-risk youngsters in schools and physicians' offices, providing funding to support a continuum of care between inpatient and outpatient, and gun control laws to restrict access to handguns. We believe that these changes can result in a substantial reduction in the adolescent suicide rate.     

Organizational Cultural Competence in Mental Health Service Delivery: A Multilevel Analysis

Statistical associations between individual and organizational dimensions of cultural competence were examined. Participants were 350 employees of 12 public mental health agencies in Atlanta. Results from hierarchical linear modeling indicated that agencies with culturally competent mission statements and training had significantly higher member perceptions of cultural competence within the organization. Las asociaciones estadísticas entre individuo y dimensiones de la organización de la competencia cultural se examinaron. Los participantes eran 350 empleados de 12 agencias mentales públicas de la salud en Atlanta. Los resultados del modelo linear jerárquico indicó que las agencias con declaraciones de objetivos culturalmente competentes y entrenamiento tenia las percepciones apreciablemente más altas del miembro de la competencia cultural dentro de la organización.     

New Approaches in Delivery in the Canadian Employment Service

This article discusses some of the recent changes to client interventions and counselor training in the Canadian federal government delivery of the employment counseling service, with special focus on the introduction of electronic tools.     

Leader Positive Mood and Group Performance: The Case of Customer Service

It was hypothesized that leader positive mood would be positively associated with group performance in a service setting. Additionally, it was expected that while leader positive mood would be positively associated with both the leader's level of job satisfaction and job involvement, leader positive mood would be positively associated with group performance, controlling for both leader job satisfaction and job involvement. Leader positive mood also was expected to be positively associated with group performance controlling for group positive affective tone. Two potential antecedents of leader positive mood, the leader's level of positive affectivity and the extent to which the leader's own manager engaged in contingent reward behavior, were hypothesized to be positively associated with leader positive mood at work. These hypotheses were tested among a sample of 53 sales managers who led groups ranging in size from 4 to 9 members. All of the hypotheses were supported. Implications of these results and directions for future research are discussed.