顾客授权行为对员工职业成长的影响：自我决定理论视角

聚焦于顾客授权行为这一概念, 以自我决定理论为基础, 分别引入基于组织的自尊作为中介变量和职业中心性作为调节变量, 探讨了顾客授权行为对一线服务员工职业成长的影响机制和作用边界。通过一项三阶段的时间滞后研究设计, 获取了245份有效样本, 结果显示: (1)顾客授权行为对员工职业成长具有显著的正向影响; (2)基于组织的自尊在顾客授权行为与员工职业成长之间起着部分中介作用; (3)职业中心性对顾客授权行为与基于组织的自尊的作用关系具有正向调节作用: 当员工职业中心性水平较高时, 顾客授权行为对基于组织的自尊的正向影响更强; (4)职业中心性进一步调节顾客授权行为通过基于组织的自尊对职业成长的间接影响: 当员工职业中心性水平较高时, 顾客授权行为通过基于组织的自尊对职业成长的正向效应会增强。     

When the “Stakes” are Communicative

Stakeholders seek to have their “stakes” met by organizations. Organizations assess those requests and sometimes grant stakes to stakeholders. This study examines this critical function of organizations by investigating the stakeholder communication of 66 nonprofit organizations undergoing change. Implementers' self‐reports of frequency, timing, approaches, and topics of communication with 10 stakeholder groups were examined. Results indicate that implementers generally follow a quid pro quo “matching rule” wherein stakeholders' resource importance serves as the basis on which they are awarded communicative attention. However, observance of this rule was not predictive of implementers' assessments of successful change outcomes. Further, results also show that “internal” stakeholders receive the most and earliest communication, compared to stakeholders external to the organization or near the organization's boundary, and that “information dissemination” is the most prevalent communicative approach taken.     

Gathering Diverse Perspectives to Tackle “Wicked Problems”: Racial/Ethnic Disproportionality in Educational Placement

Among students receiving behavioral health and special education services, racial/ethnic minority students are consistently overrepresented in settings separate from general classrooms. Once separated, many young people struggle to improve academically and face significant difficulty upon trying to return to a general education setting. Given the complex, ongoing, and multifaceted nature of this challenge, racial/ethnic disproportionality can be identified as a “wicked problem,” for which solutions are not easily identified. Here, we describe our community-engaged research efforts, eliciting perspectives from relevant partners in an ongoing dialogue, to better integrate diverse stakeholders’ perspectives when attempting to address such disparities. We conducted focus groups and qualitative interviews with members of three stakeholder groups: community-serving organizations, individuals with lived experience of behavioral health conditions, and state-level policymakers, with a shared interest in addressing racial and ethnic disparities. Participant responses illustrated the “wickedness” of this problem and highlighted the need for additional supports for students, families, and school personnel, increased collaboration across relevant systems and agencies, and reduced barriers related to funding. Overall, this methodology bridged differing perspectives to develop, in concert with our partners, a shared language of the problem and a core set of issues to consider when seeking to effect change.     

Public Voices in Pharmaceutical Deliberations: Negotiating “Clinical Benefit” in the FDA’s Avastin Hearing

This article offers a hybrid rhetorical-qualitative discourse analysis of the FDA’s 2011 Avastin Hearing, which considered the revocation of the breast cancer indication for the popular cancer drug Avastin. We explore the multiplicity of stakeholders, the questions that motivated deliberations, and the kinds of evidence presented during the hearing. Pairing our findings with contemporary scholarship in rhetorical stasis theory, Mol’s (2002) construct of multiple ontologies, and Callon, Lascoumes, and Barthe’s (2011) “hybrid forums,” we demonstrate that the FDA’s deliberative procedures elides various sources of evidence and the potential multiplicity of definitions for “clinical benefit.” Our findings suggest that while the FDA invited multiple stakeholders to offer testimony, there are ways that the FDA might have more meaningfully incorporated public voices in the deliberative process. We conclude with suggestions for how a true hybrid forum might be deployed.     

Bringing the Social into Genetics: The Psychosocial Genetics Risk Assessment and Management Framework (PG-RAM)

As increasing numbers of people are identified at risk for multi-factorial diseases, questions of how to assess, communicate and manage genetic risk will be critical from health services and policy perspectives. However, there is currently no evidence-based genetic risk assessment and management framework to assist policy makers, clinicians and other stakeholders. A comprehensive psychosocial framework for risk assessment and management has been developed in the context of security hazards or threats. In an adaptation of that model, we present the Psychosocial Genetics Risk Assessment and Management framework (PG-RAM). It offers principles to enhance the integration of evidence-based best practices into genetics health services, as well as to identify issues, knowledge and gaps. The framework identifies the core elements of the situation, effects, population and interventions, all spanning several phases of genetic disorders. The framework provides an excellent starting point for knowledge syntheses in the context of genetic risk and could serve as the conceptual basis for practical tool development to guide healthcare professionals and decision makers in preparing for and responding to the psychosocial aspects of genetic risk.     

FI SCHEDULES AND PERSISTENCE AT GAMBLING IN THE U.K. BETTING OFFICE

This study reports on the direct observations of customers in two U.K. betting offices gambling on horse and dog races. These observations revealed that bets were more frequently placed in the last minutes just prior to the start (the OFF), and that this was caused by high-frequency gamblers (customers who had eight or more bets in a session) consistently placing their bets in the last two minutes prior to the OFF. Low-frequency gamblers (three or fewer bets/session) avoided this time period placing their bets earlier, or after the OFF, i.e., on a later race. It was argued that the betting behavior of the “gamblers” could not be explained either in terms of “skillful betting” or solely in terms of variable ratio schedules but was more adequately accounted for in terms of an interval schedule. It was further suggested that time-based schedules might be of heuristic value in generally understanding persistence at gambling while losing.     

Luck,Knowledge, and “Mere” Coincidence

There are good reasons for pursuing a theory of knowledge by way of understanding the connection between knowledge and luck. Not surprisingly, then, there has been a burgeoning of interest in “luck theories” of knowledge as well as in theories of luck in general. Unfortunately, “luck” proves to be as recalcitrant an analysandum as “knows.” While it is well worth pursuing a general theory of luck despite these difficulties, our theory of knowledge might be made more manageable if we could find a more restricted notion that captured the core phenomena of luck that are relevant to whether or not someone knows. This essay makes the attempt to delineate such a notion, called “mere coincidence.”     

Group interventions for patients with cancer and HIV disease: part IV. Clinical and policy recommendations

Group interventions have assumed a growing role in primary prevention and supportive care for cancer and HIV disease. Earlier sections of this Special Report examined empirical findings for these interventions and provided recommendations for future research. The current section offers brief recommendations for service providers, policymakers, and stakeholders. Group services now occupy an increasingly prominent place in primary prevention programs and medical settings. In previous sections of this Special Report (Sherman, Leszcz et al., 2004; Sherman, Mosier et al., 2004a, 2004b) we examined the efficacy of different group interventions at different phases of cancer or HIV disease, considered characteristics of the intervention and the participants that might influence outcomes, and discussed mechanisms of action. Methodological challenges and priorities for future research were highlighted. In this, the final section, we offer brief recommendations for service providers, policymakers, and other stakeholders. We consider some of the barriers that constrain use of empirically-based group interventions and note how these programs might be implemented more widely and effectively.     

The body as laboratory: Prediction-error minimization,embodiment, and representation

In his (2014) paper, Jakob Hohwy outlines a theory of the brain as an organ for prediction-error minimization (PEM), which he claims has the potential to profoundly alter our understanding of mind and cognition. One manner in which our understanding of the mind is altered, according to PEM, stems from the neurocentric conception of the mind that falls out of the framework, which portrays the mind as “inferentially-secluded” from its environment. This in turn leads Hohwy to reject certain theses of embodied cognition. Focusing on this aspect of Hohwy’s argument, we first outline the key components of the PEM framework such as the “evidentiary boundary,” before looking at why this leads Hohwy to reject certain theses of embodied cognition. We will argue that although Hohwy may be correct to reject specific theses of embodied cognition, others are in fact implied by the PEM framework and may contribute to its development. We present the metaphor of the “body as a laboratory” in order to highlight what we believe is a more significant role for the body than Hohwy suggests. In detailing these claims, we will expose some of the challenges that PEM raises for providing an account of representation.     

Donna Haraway's Cyborg Touching (Up/On) Luce Irigaray's Ethics and the Interval Between: Poethics as Embodied Writing

In this article, I argue that Donna Haraway's figure of the cyborg needs to be reassessed and extricated from the many misunderstandings that surround it. First, I suggest that we consider her cyborg as an ethical concept. I propose that her cyborg can be productively placed within the ethical framework developed by Luce Irigaray, especially in relationship to her concept of the “interval between.” Second, I consider how Haraway's “cyborg writing” can be understood as embodied ethical writing, that is, as a contemporary écriture feminine. I believe that this cyborgian “writing the body” offers us a way of both creating and understanding texts that think through ethics, bodies, aesthetics, and politics together as part of a vital and relevant contemporary feminist ethics of embodiment. I employ the term “poethics” as a useful way to describe such a practice.     

Enhancing Customer-Needs–Driven CRM Strategies: Core Selling Teams,Knowledge Management Competence,and Relationship Marketing Competence

Managing relationships with customers is often challenging because firms engage in many different types of transactions and their customers vary considerably as to their wants and needs. To meet these challenges, firms are turning increasingly to formal customer relationship management (CRM) programs. Because of their ability to enhance interfirm relationships in business-to-business marketing, firms often turn specifically to customer-needs–driven CRM strategies. These strategies focus on the use of database technology to aid in developing long-term cooperative relationships with key customers. One important resource that enables firms to more easily develop and implement customer-needs–driven CRM strategies is the core selling (CS) team. We examine CS teams’ ability to enhance the development of two competences (a knowledge management competence and a relationship marketing competence) that are important components of customer-needs–driven CRM strategy.     

Hypnotic experience and the autism spectrum disorder. A phenomenological investigation

In recent decades, the focus in autism research progressively expanded. It presently offers extensive material on sensorimotor disturbances as well as on perceptive-cognitive preferences of people with autism. The present article proposes not only a critical interpretation of the common theoretical framework in autism research but also focuses on certain experiences common to some people with autism and which can be appropriately understood by phenomenology. What I will call “hypnotic experiences” in autism are moments in which some individuals withdraw into intense sensorial and perceptive experiences. Following their examples, I use the term “hypnosis” primarily to describe a trance state in which the individuals become highly alert to and awake for an experience of a totally new kind. Through a close analysis of autobiographical writings from people with autism I defend the idea that the particularity of hypnotic experiences in autism consists in a certain qualitative shift within experience itself: what changes, in the hypnotic moments, is the way a person with autism relates to his/her own bodily experiences. If this qualitative shift is indeed difficult to account for within a reifying and intellectualist research perspective, phenomenology offers a large conceptual framework for understanding it. Phenomenology, and precisely, phenomenological psychopathology, will thus emerge as a major device in accounting for such “hypnotic experiences”. The argument mainly draws on the twofold structure of experience which is traditionally used in phenomenological research: it claims that in hypnotic experience people with autism are inclined to focus on non-reified “sensings”, “perceivings” and “movings”, and thus leave aside the object itself and any intentional reification of it. Finally, I will claim that this restriction to mere non-reified sensings might lead to a completely new conception of self and world. In the hypnotic experiences of autism, neither the subject nor the object come to a full-blown and independent existence. A thorough phenomenological analysis of hypnotic experience in autism therefore also has to face the question of a corresponding ontology of these experiences.     

Dreams,Memories, Reflections by C. G. Jung

Abstract

Group interventions have assumed a growing role in primary prevention and supportive care for cancer and HIV disease. Earlier sections of this Special Report examined empirical findings for these interventions and provided recommendations for future research. The current section offers brief recommendations for service providers, policymakers, and stakeholders.

Group services now occupy an increasingly prominent place in primary prevention programs and medical settings. In previous sections of this Special Report (Sherman, Leszcz et al., 2004; Sherman, Mosier et al., 2004a, 2004b) we examined the efficacy of different group interventions at different phases of cancer or HIV disease, considered characteristics of the intervention and the participants that might influence outcomes, and discussed mechanisms of action. Methodological challenges and priorities for future research were highlighted. In this, the final section, we offer brief recommendations for service providers, policymakers, and other stakeholders. We consider some of the barriers that constrain use of empirically-based group interventions and note how these programs might be implemented more widely and effectively.     

INTRAORGANIZATIONAL EMPLOYEE NAVIGATION AND SOCIALLY DERIVED OUTCOMES: CONCEPTUALIZATION,VALIDATION, AND EFFECTS ON OVERALL PERFORMANCE

Intraorganizational employee navigation (IEN) is conceptualized as a means of better understanding how the organizational actor proactively works across their firm's internal environment in the execution of their jobs. Navigation is argued to be a precursor to the employee's overall performance through a class of mediating variables labeled “socially derived outcomes,” which are variables inside the organization that are bestowed upon the employee as a result of them first engaging in proactive behavior (e.g., IEN). Two studies are reported. Study I sees IEN psychometrically validated versus a range of existing proactive behaviors and individual traits (discriminant, nomological, and criterion‐related validity) with a heterogeneous sample of 704 employees. Study II then tests a model relating IEN to performance through six mediating “socially derived outcomes” by leveraging data from 2 Fortune 500 firms. The results of Study II show that IEN significantly impacts multiple measures of the employee's overall performance through mediating effects brought about by key socially derived outcomes, such as the employee's “manager alignment.” The contributions, broader implications, and limitations of the research are then put into context.     

Relating Social Media Technologies to Performance: A Capabilities-Based Perspective

In response to the dramatic social and technological shifts that are now shaping business–customer relationships, businesses are finding it necessary to alter their approach toward customer relationship management (CRM) and develop new capabilities that facilitate customer value co-creation. This paper presents a conceptual framework that extends a traditional view of CRM by incorporating social media technologies, and it suggests how these technologies can lead to greater firm performance. Forwarding this framework has two goals. First, despite the common use of the term “social CRM,” there is no clear linkage between the existing body of CRM literature and the extensions provided by the social and technological developments in recent years. The proposed framework attempts to provide this linkage and to expand the view of how CRM can influence firm performance in the age of the social customer. The second goal is to provide managers with a depiction of how existing CRM investments and resources can be integrated with new technologies and processes to form capabilities that can improve business performance.     

Are irrational reactions to unfairness truly emotionally-driven? Dissociated behavioural and emotional responses in the Ultimatum Game task

The “irrational” rejections of unfair offers by people playing the Ultimatum Game (UG), a widely used laboratory model of economical decision-making, have traditionally been associated with negative emotions, such as frustration, elicited by unfairness (Sanfey et al., 2003, van’t Wout et al., 2006). We recorded skin conductance responses as a measure of emotional activation while participants performed a modified version of the UG, in which they were asked to play both for themselves and on behalf of a third-party. Our findings show that even unfair offers are rejected when participants’ payoff is not affected (third-party condition); however, they show an increase in the emotional activation specifically when they are rejecting offers directed towards themselves (myself condition). These results suggest that theories emphasizing negative emotions as the critical factor of “irrational” rejections (Pillutla & Murninghan, 1996) should be re-discussed. Psychological mechanisms other than emotions might be better candidates for explaining this behaviour.     

A Schutzian Analysis of Prayer with Perspectives from Linguistic Philosophy

In this paper, we propose to analyze the phenomenon of Christian prayer by way of combining two different analytical frameworks. We start by applying Schutz’s theories of “intersubjectivity,” “inner time,” “politheticality,” and “multiple realities,” and then proceed by drawing on the ideas and insights of linguistic philosophers, notably, Wittgenstein’s “language-game,” Austin’s “speech act,” and Evans’s “logic of self-involvement”. In conjoining these accounts, we wish to demonstrate how their combination sheds new light on understanding the phenomenon of prayer. Prayer is a complex phenomenon that involves two major dimensions: the private and the social, as Matthew (6: 6) and Acts (1: 14), respectively, demonstrate. Schutz’s study of the phenomenon of “inner time” and the “polithetical” structure of consciousness, at both the subjective and intersubjective level, provides a useful lens to analyze these two dimensions. In addition, prayer, in following a specific set of rules, can also be considered as a specific, i.e., religious “language-game”. In the last analysis, however, we propose to analyze prayer (and, finally, religion) within the Schutzian framework of “multiple realities,” “enclaves,” and “symbolic appresentation,” which permits accessing the “religious finite province of meaning” in the very midst of the paramount reality of everyday life. In a nutshell, we claim that Christian prayer is a practice of constructing and living within a “religious province of meaning” in the everyday world; it is a practice that revolves around self-involving language-activities such as praising, confessing, thanksgiving, or requesting to God, which enable the praying subject to transfigure the language of everydayness and “see through” (Schutz) the world of everyday life in order to let it appear in a different light, e.g., the light of grace, gift, and salvation.     

The End of the Supersensory World’s Mythology: Marx’s Ontological Revolution and Its Contemporary Significance

The whole of Western metaphysics, particularly Platonism, sets up a partition between the sensory world and the supersensory world, laying the foundation for the mythology of the supersensory world. After Descartes set contemporary metaphysics on its course, Feuerbach became the first to attack the essence of the supersensory world on an ontological level and to transfer the criticism of theology to that of metaphysics in general. While in the final analysis Feuerbach’s criticism fails, Marx’s revolution appeals to the ontological notion of “sensory activity” or “objective activity” (i.e., practice), the core of which rests in piercing and overturning the fundamental framework of contemporary metaphysics—“the immanence of consciousness.” It is this ontological revolution which reveals the camouflage of the supersensory world’s mythology (i.e., ideology) and which simultaneously establishes a solid foundation for the critical analysis of the latter. Marx’s “science of history” is based on this foundation and develops from it.     

数字化交互平台产品的客户体验旅程与投入关系

基于利益相关者营销、自反与身份演化、螺旋等理论,系统探讨企业如何在消费旅程中针对数字化交互平台(DIP)产品提供定制和丰富的客户体验以增加客户投入,进而与其他参与者共同创造价值。分别针对消费旅程中DIP产品参与者价值共创的连续性,DIP产品的客户体验旅程的结构与生成,DIP产品的客户体验旅程双元的张力及调和机理,DIP产品的客户投入的结构、管理与有效性,DIP产品的客户体验旅程和客户投入的相互关系等问题进行深入研究,为企业提出相应的实务性策略和建议。