She Looks Sad,But He Looks Mad: The Effects of Age,Gender, and Ambiguity on Emotion Perception

This study investigated how target sex, target age, and expressive ambiguity influence emotion perception. Undergraduate participants (N = 192) watched morphed video clips of eight child and eight adult facial expressions shifting from neutral to either sadness or anger. Participants were asked to stop the video clip when they first saw an emotion appear (perceptual sensitivity) and were asked to identify the emotion that they saw (accuracy). Results indicate that female participants identified sad expressions sooner in female targets than in male targets. Participants were also more accurate identifying angry facial expressions by male children than by female children. Findings are discussed in terms of the effects of ambiguity, gender, and age on the perception of emotional expressions.     

Proactive Customer Service Performance: Relationships With Individual,Task, and Leadership Variables

Despite the increasing interest in specific forms of proactive employee behavior in domains such as career development and organizational change, little research has investigated proactive behavior in the realm of customer service. Based on a review of the literatures on proactive behavior, customer service, and job performance, this study investigated relationships between a relevant set of individual and situational predictor variables and proactive customer service performance (i.e., individual service employees' self-started, long-term-oriented, and persistent service behavior that goes beyond explicitly prescribed requirements). Field survey data from 186 supervisor-subordinate dyads working in a large financial services organization demonstrated that proactive service performance, as rated by supervisors, was factorially distinct from prescribed task performance. Multiple regression analysis revealed that proactive service performance was significantly and positively associated with employee ratings of trait personal initiative, affective organizational commitment, task complexity, and participative leadership. The task and leadership variables explained incremental variance in proactive service performance beyond the individual predictors.     

Spillover Effects of Emotional Labor in Customer Service Encounters Toward Coworker Harming: A Resource Depletion Perspective

This research examines how the implications of emotional labor can transfer from customer encounters to coworker interactions using temporally lagged data from a sample of frontline service employees. The results show that surface acting in customer service encounters is positively, and deep acting is negatively, related to ego depletion. Employees’ ego depletion, in turn, is positively associated with their interpersonally harmful behavior toward coworkers. Hence, ego depletion appears as a mediating variable that translates the implications of distinct emotional labor strategies into coworker harming. Moreover, emotion regulation self‐efficacy moderates the role of surface acting. The positive indirect relationship between surface acting and coworker harming, via ego depletion, is buffered among employees with higher emotion regulation self‐efficacy. These findings shed new light on the complex and far‐reaching consequences of emotional labor. We demonstrate the relevance of emotional labor to third parties not directly involved in customer service encounters and highlight important mediators and boundary conditions of these indirect relations.     

Gender,the Perception of Aggression,and the Overestimation of Gender Bias

The purpose of this study was to investigate how the gender of aggressor, target, and observer influences the perception and evaluation of aggression. One hundred seventy-one university students (predominantly White) read 1 of 8 vignettes that described an aggressive act. The aggressor–target gender combinations and the aggressive act were varied. Data did not support the hypothesis that, because of the impact of gender stereotypes, participants would perceive more aggressiveness in men's aggression than in women's aggression. Participants rated women's aggression as more acceptable than men's aggression, and male participants considered the aggression more acceptable, apparently because they saw the act as less aggressive. In addition, participants estimated how most men/women would perceive and evaluate the aggression. Results suggest that people overestimate how biased others are toward members of their own gender.     

Gender,Fear, and Public Places: How Negative Encounters with Strangers Harm Women

Research repeatedly shows that women are frequent targets of sexual harassment in public, ranging from catcalls to sexual assault. However, we know very little about the impacts of less obviously gendered rude behavior. Using nationally representative survey data from Australia (N = 1621), we investigated gender differences in the experience of generic public incivilities such as tailgating, pushing in crowded spaces, and yelling or cursing. We employed a series of logistic regression models to assess the relationship between gender and stranger incivility and to adjust for key demographic and event attributes. Results demonstrated that women were significantly more likely to report recent experiences of public incivility than were men and that women were significantly more likely to report negative impacts on their emotional well-being, particularly when the rude stranger was a man. Findings also showed that women were significantly more likely than were men to report limiting their use of public places as a result of experiencing public incivility. Much like sexual harassment, generic forms of uncivil behavior exact a gender-specific tax on women’s access to public places, compromising women’s capacity to fully engage in the public sphere. Implications for research and policy are discussed.     

Compliance and Satisfaction With Physician-Patient Communication An Expectancy Theory Interpretation of Gender Differences

This pair of studies sought to apply the explanatory calculus of expectancy theory to examine patient compliance and satisfaction with physicians’ instructions. Study 1 analyzed the differential expectations of patients based on gender of the physician. Results indicated that female physicians are expected to use instrumentally unaggressive strategies while male physicians are expected to use strategies that fall in the mid-range of a verbal aggression continuum. There were no differences in expectations based on the gender of patients. The second study manipulated physician communication and physician gender to predict an interaction such that when male physicians deviate from moderately aggressive, direction-giving strategies, using either more affiliative tactics or more instrumentally aggressive strategies, compliance increases. It was also predicted that affective satisfaction with male physicians would increase with increased use of affiliative, nonaggressive compliance-gaining messages. Based on expectancy theory, an inverse linear relationship between the use of instrumental verbal aggression and compliance and affective satisfaction was predicted for female physicians. Results supported the posited interaction. Implications for further refinement of expectancy theory are discussed, and practical implications for physician-patient communication in clinical situations are offered.     

Depression, Marital Satisfaction and Communication in Couples: Investigating Gender Differences

The correlation between depression and dysfunctional marital interaction is well documented, but only a few studies have examined gender-related differences in marital interaction patterns of couples with a depressed partner. In this paper we examined differences in observed marital communication in a sample of 62 Swiss couples presenting for treatment of depression. There were 16 maritally distressed couples with a depressed wife, 21 maritally nondistressed couples with a depressed wife, 18 maritally distressed couples with a depressed husband, and 7 maritally nondistressed couples with a depressed husband. Marital interaction behavior was found to depend on gender, depression, marital distress, as well as gender of the depressed partner. Our results suggest the need for a gender-sensitive model of the link between marital interaction and depression.     

His and Her Perspectives: Gender Ideology, Work-to-Family Conflict, and Marital Satisfaction

This study examines the relationships between gender ideology, work-to-family conflict, and marital satisfaction. We hypothesize that gender ideology will moderate relationships between both the respondent’s work-to-family conflict and their spouse’s work-to-family conflict in predicting marital satisfaction, and that spouses’ gender ideologies will interact in predicting marital satisfaction. The hypotheses are addressed using data from a random sample of U.S. dual-earner couples (N?=?156) in a western state. The findings indicate that the more egalitarian women’s gender ideologies, the stronger the negative relationship between women’s marital satisfaction and women’s work-to-family conflict. The results also indicate that the dependence of men’s marital satisfaction on wives’ gender ideologies varies according to men’s own gender ideologies. Implications of the study are discussed.     

Anxiety, Demoralization, and the Gender Difference in Job Satisfaction

The tendency for women in Canada and the United States to report being more satisfied than men with their jobs is considered paradoxical because women, on average, receive fewer job-related resources than men. Theory and research suggest that the magnitude of the gender difference that underlies that paradox may increase as levels of negative affect increase. Using data from people living and working in Toronto, Canada, this study evaluates hypotheses about the joint association of gender and two forms of negative affect, anxiety and demoralization, with job satisfaction. Data collected in telephone interviews are analyzed using ordinal probit regression. As job satisfaction decreases with increasing negative affect, the size of the gender difference in job satisfaction increases. When job characteristics indicative of job quality are controlled, the interaction between gender and demoralization is reduced to a non-significant level, but the interaction between gender and anxiety changes little, and remains significant. The results are interpreted as indicating that as negative affect increases, women are more likely to reference standards that counterbalance decreases in their satisfaction (e.g., standards linked to “communion” with co-workers), and men are more likely to reference standards that further decrease their satisfaction (e.g., standards linked to relative advantage). The persistence of the interaction between gender and anxiety after job characteristics are controlled suggests that anxiety-provoking experiences outside of the workplace may contribute to the gender difference in job satisfaction. The associations among quality of work, demoralization, and job satisfaction are stronger among men than women, explaining the interaction of gender with demoralization.     

Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross‐Level Study1

Research addressing customer satisfaction has not been conducted within an integrated framework. Two approaches have been developed separately with different levels of construct and analysis: organizational behavior and consumer behavior. Our research study provides an initial step in developing integrative strategies with the joint consideration of service climate and disconfirmation of expectations. We link these 2 concepts to customer satisfaction with services, using a cross‐level approach. Data from 105 work units and 1,033 customers confirmed the existence of a dual corridor of relationships, with independent and significant links from disconfirmation and service climate to customer satisfaction. Implications for practice and future research are discussed.     

Division of Labor in Student Households: Gender Inequality,Perceived Justice,and Satisfaction

Two studies of households of students sharing flats (Study 1) and cohabitating student couples (Study 2) examined gender inequalities in the division of household labor and related differences in perceived justice of and satisfaction with the division. Results showed that women spent more time and made larger contributions to the majority of tasks in both types of households although male and female students did not differ in time availability and resources contributed to the household. Perceived justice was equally high with both sexes, but women were somewhat less satisfied than men. Both sexes regarded the division of household tasks more just the less it departed from an equal division. Gender role orientation moderated this correlation with men but not with women. Satisfaction ratings were positively correlated with perceived justice and negatively correlated with the relative size of participants' contributions to the household tasks.     

Body Satisfaction in Gym-active Males: An Exploration of Sexuality, Gender, and Narcissism

This study compared 80 gay and straight Australian males on self report measures of body satisfaction, masculinity, femininity, narcissism, and reasons for exercising at gyms to explore factors related to excessive exercise. Gay males are less satisfied with their bodies compared to straight males. Improving appearance was more important for gay men, while fun was considered more important for straight men. Only sexual orientation and masculinity contributed independently to body satisfaction. Straight males who scored high on masculinity were most satisfied with their bodies, while gay males who scored low on masculinity were least satisfied with their bodies, irrespective of femininity and narcissism. Hours exercising per week and fun as a reason for exercising, significantly contributed to body satisfaction.     

Powerless Men and Agentic Women: Gender Bias in Hiring Decisions

Sex Roles - We examined male power-roles as a potential moderator of gender bias in hiring decisions. Drawing from previous work on perceptions of agentic women and precarious manhood theory, we...     

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.     

Customer Satisfaction and Switching Barriers: Effects on Repurchase Intentions,Positive Recommendations,and Price Tolerance1

The current article attempts to extend previous research by testing the effects of customer satisfaction and 2 types of switching barriers—negative and positive—on key manifestations of attitudinal loyalty (repurchase intentions, positive recommendations, and price tolerance). The work also studies whether the effect of customer satisfaction is linear or nonlinear. Finally, the paper analyzes whether switching barriers moderate the relative strength of the customer satisfaction/attitudinal loyalty relation. To this end, a total of 554 private mobile‐phone customers were surveyed. The distinction between negative and positive switching barriers is important to draw theoretical and managerial implications.     

Life Satisfaction After Spousal Loss: The Potential Influence of Age,Gender, and Leisure

Life satisfaction is considered an important part of successful aging. The purpose of this study was to examine how age, gender, and participation in leisure activities influence the life satisfaction of widowed older adults. Results suggest that age, gender, and changes in physical activity participation are possible predictors of widowed older adults’ life satisfaction. Implications for practice and suggestions for future research are discussed.     

Contrast and Rater-Perspective Effects on Judgments of Sexual Harassment Severity: What He Thinks She Thinks,and Vice Versa

We looked at whether ratings biases can influence judgments people make about sexually harassing behaviors. Online participants (N = 176) read and rated the severity of complaint scenarios describing different incidents of alleged harassment. We manipulated: (1) contrast effects, by having people judge other, independent scenarios before judging a target scenario, and (2) rater-perspective effects, by having people judge from both a self- and then an opposite-gender perspective. For the former, we hypothesized that if judgments about harassment are qualitatively similar to judgments made in other areas (e.g., performance appraisal), they too should show contrast effects. For the latter, we hypothesized people would use stereotypes about the other gender, thereby overestimating the true (i.e., self-perspective driven) gender difference. Results supported both hypotheses, suggesting that decision makers should be aware of the possible influence of biases when judging whether behaviors constitute harassment.     

Gender Discrimination and the Workplace: An Examination of Rational Bias Theory

Previous research concerning the rationalbias theory of workplace discrimination has beenconfined largely to narrow student samples. This studyextends that work with an experimental-survey design in which employed participants were asked bothhow others respond to conditions classically elicitingrational bias discrimination, and how they believepeople behave in their own firms. Participants were 148 men and 158 women (88.6% Caucasian, 4.6%Hispanic, 4% Asian, and 2.8% other racialidentification) with graduate business degrees from apublic university. Results show evidence of continuingdiscrimination, and support the theory predicting rational biasgender discrimination in the workplace. Gender ofrespondent and locus of control (defined by Spector'sWork Locus of Control scale) are also shown to be related to rational bias discrimination.Suggestions are made for further development and testingof rational bias theory.