Uniformity: The effects of organizational attire on judgments and attributions

Despite their prevalence in the marketplace, little empirical attention has been paid to how employee uniforms affect consumer reactions to service experiences. We propose that employee uniforms facilitate the shared categorization of employees and their organization in the mind of the customer, which affects many of the inferences that customers draw following service encounters. Study 1 shows that uniforms lead to greater attribution of responsibility to the company for employee behavior, especially following poor service. Studies 2 and 3 show that uniforms also lead to more assimilation of judgments across employees, increasing the impact of one employee's behavior on judgments of other employees of the same organization. Study 3 shows that employee uniforms lead to more extreme judgments of the company following service encounters. It also shows that bad (good) service from a uniformed employee makes competing companies look better (worse), indicating that uniforms can elicit contrast effects across companies. In sum, the mere presence of a uniform on an unsatisfactory service or retail employee can damage judgments of the organization and its employees and improve judgments of rival organizations compared to identical service from a nonuniformed employee. Managers seem unaware of these negative consequences. These same principles are likely to apply to a wide variety of uniformed services, including police, military, firefighters, and health-care providers.     

An Examination of the Joint Effects of Affective Experiences and Job Beliefs on Job Satisfaction and Variations in Affective Experiences over Time

This study investigated the joint influences of episodic levels of pleasant mood at work and beliefs about one's job on judgments of job satisfaction, as well as examining the prediction of the patterns of affective states over time. Twenty-four managerial workers completed a diary during work hours which required them to report their mood state at four different times during the workday. The diaries were completed for 16 workdays. At a separate time they completed a measure of overall satisfaction, a Valence-Instrumentality-Expectancy (VIE) measure of beliefs about the job and two dispositional variables, dispositional happiness and affect intensity. Results showed that average levels of pleasant mood over the 16 days and VIE beliefs about the job made significant and independent contributions to the prediction of overall job satisfaction and did so over and above the contribution of dispositional happiness. Results also indicated that individual differences in affective intensity predicted the variability of pleasant mood over time as well as mean levels of mood activation. Finally, spectral analyses applied to the series of mood observations showed that the variability over time in the series of mood observations showed two definite cycles, one corresponding to a daily cycle and one corresponding to a two-period oscillation in mood. Results are discussed in terms of the joint influences of affective experiences and job beliefs on job attitudes and the importance of studying affect over time independent of job satisfaction. Copyright 1999 Academic Press.     

Is “service with a smile” enough? Authenticity of positive displays during service encounters

Service providers use impression management strategies to engender satisfaction and repeat business in customers. Managing emotional expressions is one strategy to meet those goals. We extended research on the “Duchenne Smile” to see if authenticity of employee expressions influenced the impressions formed of the employee’s friendliness and the overall satisfaction with the encounter. Furthermore, we took two other factors into account—task performance and busyness—to examine the conditions under which authenticity would have the greatest impact. In Study 1, we obtained reactions to videotaped simulations that manipulated authenticity of positive displays and task performance during a hotel check-in encounter. ANCOVA results supported that authenticity of the service provider enhanced perceptions of friendliness, but only influenced customer satisfaction when tasks were performed well. In Study 2, hierarchical linear modeling with reactions from 255 customers of 64 restaurant servers showed that perceived display authenticity enhanced the perceived friendliness of the employee when the store was slow, but less so when it was busy. Display authenticity had a direct effect on customer satisfaction, regardless of task performance (which was generally high) and busyness. We conclude that display authenticity is an extra-role behavior for service encounters with an additive effect on encounter satisfaction only when other factors are at optimal levels. We suggest implications for display rule policies and service training.     

Soccer,rooms, and the quality of your life: Mood effects on judgments of satisfaction with life in general and with specific domains

Two studies on the impact of temporary moods on judgments of satisfaction with life in general and with specific life-domains are reported. It was hypothesized that individuals simplify the complex task of evaluating their life in general by referring to their mood at the time of judgment, but evaluate specific life-domains on the basis of domain-specific information. In accordance with this hypothesis, both studies demonstrated strong mood effects on judgments of general life-satisfaction but only weak and non-significant effects on judgments of specific domain-satisfactions. The findings are interpreted as supporting the hypothesis that affective states serve informative functions.     

Moods as spotlights: the influence of mood on accessibility effects

Three studies explore the manner in which one's mood may affect the use and impact of accessible information on judgments. Specifically, the authors demonstrated that positive and negative moods differentially influence the direction of accessibility effects (assimilation, contrast) by determining whether abstract traits or concrete actor-trait links are primed. Study 1 investigated the impact of positive versus negative mood on the judgmental impact of trait-implying behaviors and found that positive moods lead to assimilation and negative moods to contrast. In Study 2, this effect was replicated in a subliminal priming paradigm. In Study 3, it was demonstrated that the type of information activated by trait-implying behaviors is indeed mood dependent, such that abstract trait information is activated in a positive mood, whereas specific actor-trait links are activated in a negative mood.     

An experience-sampling measure of job satisfaction and its relationships with affectivity,mood at work,job beliefs,and general job satisfaction

In this article, we proposed an experience-sampling method of measuring job satisfaction, assessed the contributions of average levels of mood at work and job beliefs to the prediction of job satisfaction, and examined the role of mood in mediating the relationship between affectivity and job satisfaction. The study involved a three-phase multisource longitudinal design that included experience-sampling surveys in the second phase of the study. Results suggested that average levels of experience-sampled job satisfaction indicate the general attitudinal construct of job satisfaction. As expected, pleasant mood at work and beliefs about the job made independent contributions to the prediction of job satisfaction (as measured with an overall evaluation and with an experience-sampling measure). In support of our mediation hypotheses, pleasant mood mediated the affectivity?–?job satisfaction relationship and the mediating effect was much stronger when job satisfaction was assessed with the experience-sampling method.     

Emotion and intuition

We investigated effects of emotional states on the ability to make intuitive judgments about the semantic coherence of word triads. Participants were presented word triads, consisting of three clue words that either were weakly associated with a common fourth concept (coherent triads) or had no common associate (incoherent triads). In Experiment 1, participants in a neutral mood discriminated coherent and incoherent triads reliably better than chance level even if they did not consciously retrieve the solution word. In Experiment 2, the induction of a positive mood reliably improved intuitive coherence judgments, whereas participants in a negative mood performed at chance level. We conclude that positive mood potentiates spread of activation to weak or remote associates in memory, thereby improving intuitive coherence judgments. By contrast, negative mood appears to restrict spread of activation to close associates and dominant word meanings, thus impairing intuitive coherence judgments.     

The Relationships Between Life Satisfaction, Happiness, and Current Mood

The present research proposes and tests a conceptualization of happiness as a situation-dependent evaluation of hedonic experiences, specifically the valence and activation of current mood, as well as being related to cognitive judgments of life satisfaction. In Experiment 1 86 undergraduates rated their life satisfaction (five scales forming the Satisfaction With Life Scale), happiness on five rating scales, and valence and activation of current mood, each on three rating scales, before and after attending a lecture. The results showed that happiness was related to life satisfaction mediated by valence of current mood. The change in happiness from before to after attending the lecture was only influenced by the change in valence of the current mood. In Experiment 2 which used scenarios to induce valence and activation of current mood in four randomized groups with a total of 135 undergraduates, happiness was related to preference for current mood rated on three scales which in turn was directly affected by both the valence and activation induction. Valence was in the mood-induction scenarios related to the expected rate of goal pursuit and activation to incidental events. Experiment 3 demonstrated for another 59 undergraduates that happiness stayed related to preference for a positive mood despite that its relation to a positive mood was reversed in an incongruent situation.     

"Moods as spotlights: The influence of moods on accessibility effects": Retraction of Avramova and Stapel (2008)

Reports the retraction of "Moods as spotlights: The influence of mood on accessibility effects" by Yana R. Avramova and Diederik A. Stapel (Journal of Personality and Social Psychology, 2008[Sep], Vol 95[3], 542-554). This retraction follows the results of an investigation into the work of Diederik A. Stapel (further information on the investigation can be found here: https://www.commissielevelt.nl/). The Levelt Committee has determined data supplied by Diederik A. Stapel to be fraudulent. His co-author was unaware of his actions and was not involved in the collection of the fraudulent data. (The following abstract of the original article appeared in record 2008-11108-004.) Three studies explore the manner in which one's mood may affect the use and impact of accessible information on judgments. Specifically, the authors demonstrated that positive and negative moods differentially influence the direction of accessibility effects (assimilation, contrast) by determining whether abstract traits or concrete actor-trait links are primed. Study 1 investigated the impact of positive versus negative mood on the judgmental impact of trait-implying behaviors and found that positive moods lead to assimilation and negative moods to contrast. In Study 2, this effect was replicated in a subliminal priming paradigm. In Study 3, it was demonstrated that the type of information activated by trait-implying behaviors is indeed mood dependent, such that abstract trait information is activated in a positive mood, whereas specific actor-trait links are activated in a negative mood. (PsycINFO Database Record (c) 2012 APA, all rights reserved).     

Mood and the impact of individuating information on the evaluation of ingroup and outgroup members: The role of mood-based expectancies

This research investigates the role of mood-based expectancies regarding a target's group membership for the impact of individuating information on target judgments. We argue that target judgments in both positive and negative mood may be more or less affected by individuating information depending on whether the target is an ingroup member or an outgroup member. Specifically, in a competitive intergroup setting it should be less congruent with mood-based expectancies when individuals in positive (negative) mood learn that an outgroup (ingroup) member rather than an ingroup (outgroup) member has succeeded. Hence, unexpected (i.e., mood-incongruent) category information should elicit more attention than expected (mood-congruent) category information. More importantly, subsequent individuating information (high vs. low target competence) should be processed more effortful and influence target judgments more strongly given mood-incongruent (vs. mood-congruent) category membership. Findings of an experiment support these predictions. Results are discussed in regard to implications for different research domains.     

Distinctness of others, mutability of selves: their impact on self-evaluations

The authors postulate that the outcome of social comparison processes is determined by the role social comparison information serves during the self-evaluation process. Assimilation is more likely in situations that instigate the inclusion of social comparison information in self-representations. Contrast is the more probable outcome when information about another person is used as a reference point for self-judgments. Whether comparison information instigates interpretation or comparison effects depends on the distinctness of this information as well as the perceived mutability of the self. The authors found support for their perspective using different types of manipulations of the distinctness construct, treating self-mutability as a contextual as well as an individual-difference variable, and measuring the effects of social comparisons on measures likely to reveal both assimilation and contrast effects (self-evaluative judgments and behavioral predictions), assimilation effects only (mood measures), and motivational self-repair effects (importance ratings of the focal comparison dimension).     

Affective Reactions to the Thought of “God”: Moderating Effects of Image of God

Recent understanding of subjective well-being suggests that it consists of global judgments of life satisfaction, hedonic experiences, and beliefs about facets of one’s life. Traditionally, life satisfaction judgments have been the outcome of interest in studies examining the relationship between religiosity and well-being. Two studies were conducted to look at the interactive effects of personal religious beliefs, namely God images, and environmental stimuli, particularly priming the thought of “God.” The first study examines hedonic experiences, which is one of the information sources when constructing a well-being judgment. A second study attempts to replicate the findings with life satisfaction ratings. Results of the first study showed that one’s image of God as a controlling or non-controlling entity moderated the affective response to being primed to think about God. In particular, those who had a high controlling image of God had a negative affective reaction to the God prime. Results of the second study replicated the pattern of results using life satisfaction ratings as the dependent variable.     

The influence of chronically and temporarily accessible information on life satisfaction judgments

The authors examined the influence of temporarily and chronically accessible information on life satisfaction judgments. Meta-analyses revealed high retest-reliability of life satisfaction judgments and weak effects of the item order of domain and global satisfaction judgments. Study 1 (N=225) failed to replicate a widely cited finding of strong item-order effects. In Studies 2 (N=100), 3 (N=200), and 4 (N=222), chronically accessible information was a strong predictor of life satisfaction judgments, whereas item order had a relatively small effect. Study 5 (N=651) demonstrated that the results generalize to single item measures and judgments of shorter time periods. The results suggest that life satisfaction judgments are more heavily based on chronically accessible than temporarily accessible information.     

Mood and the perception of unusual people: Affective asymmetry in memory and social judgments

Does good and bad mood have a different influence on our perceptions of typical and atypical people? In this experiment, people in happy, sad or neutral moods recalled, and formed impressions of high- or low-prototypical characters. We expected an asymmetric mood effect on memory, with better recall of typical targets that require simplified, schematic processing in positive mood, but greater negative mood effects on atypical targets that require more detailed and inferential processing. Subjects (N = 66) an audio-visual mood induction in an allegedly separate experiment, before recalling, and forming impressions about people who were consistent or inconsistent with familiar prototypes within their social milieu. We found the predicted mood-congruent bias in judgments, that was significantly greater for non-typical than for typical people. We also found evidence for positive-negative mood asymmetry in memory, with better recall of typical people in positive mood, and atypical people in negative mood. The findings are discussed in terms of contemporary multi-process models of affect and cognition (Forgas, 1992), and the implications for everyday affective influences on social judgments and stereotyping are considered.     

Cookies,Disposition, and Job Attitudes: The Effects of Positive Mood-Inducing Events and Negative Affectivity on Job Satisfaction in a Field Experiment

Reasoning from findings in a variety of literatures, three hypotheses were advanced: (1) negative affectivity (NA), a disposition to experience aversive emotional states, is associated negatively with job satisfaction; (2) positive mood-inducing events at the time of questionnaire administration increases job satisfaction; and (3) NA and positive mood-inducing events interact such that the effects on job satisfaction of positive events are weaker among high NA individuals than it is among low NAs. Support was obtained for all three hypotheses among a sample of 57 hospital workers randomly assigned to attend on-site questionnaire administration sessions at which small gifts (e.g., cookies) were or were not distributed. Implications of the findings are discussed in terms of the need to broaden further theoretical perspectives on job satisfaction. More generally, they also are discussed in reference to the study of the effects of NA and mood on judgments.     

When life's good: Gendered marital satisfaction and work-pay satisfaction influences on organisational commitment of advancement-career-stage employees

We examined the influences of marital satisfaction and work-pay satisfaction on organisational commitment among advancement-career-stage employees while controlling for gender and a selection of socio-demographics. The sample consisted of 350 workers (females = 237; mean age = 32.44, SD = 9.99 years) from a large privately owned educational service provider. The employees completed measures of marital satisfaction, work-pay satisfaction, and organisational commitment. The data were analysed to predict the influence of marital satisfaction, and work-pay satisfaction on organisational commitment, while controlling for gender and socio-demographics. The results suggest that although happily married people with work-pay satisfaction had higher organisational commitment, those with marital satisfaction and older age were less committed to their employer organisations. We conclude that marital satisfaction interfered with advancement-career-stage employees’ loyalty to the organisation.     

Unfinished business: How completeness affects the impact of emotional states and emotion concepts on social judgment

In two studies, we compared the impact of cold emotion concept primes with induced hot emotional states on subsequent social judgments. We hypothesized that the completeness of the prime episode is an important determinant of whether accessible information will lead to emotionally congruent or incongruent judgments. We extend previous research on knowledge and emotion accessibility effects by demonstrating that the effects of incomplete versus completed prime episodes are independent of whether we prime emotion states or emotion concepts. That is, our results show that both hot and cold affective information activated by incomplete prime episodes leads to assimilation, whereas information activated by completed prime episodes leads to contrast effects. Implications for accessibility research are discussed.     

Cognitive mediators of reactions to rape

Subjects were exposed to slides that primed different concepts associated with aggression, close personal interactions between men and women, and women as sex objects. Then, as part of an ostensibly unrelated study, they read the testimonies of several rape victims and made judgments concerning both the victim and the alleged rapist. Exposure to negative consequences of aggression apparently threatened subjects' beliefs in a just world, leading subjects to interpret rape incidents in ways that reaffirm this belief (i.e., it strengthened subjects' beliefs that the defendant should be punished, but it also caused them to attribute more responsibility for the incident to the victim). Portrayals of close personal relationships between men and women increased male subjects' beliefs that rape victims were responsible for the incident, but had the opposite effect on female subjects' beliefs. Portrayals of women as sex objects decreased male subjects' beliefs in the victim's credibility and increased their beliefs that she was responsible for the incident; however, it had the opposite effects on female subjects' judgments. Despite their effects on judgments of the rape victim, priming manipulations did not affect beliefs that the defendant should be convicted. Implications of these results for the effects of the public media on attitudes and beliefs about rape are discussed.     

Was Life Better in the “Good Old Days”? Intertemporal Judgments of Life Satisfaction

Intertemporal judgments are paired comparisons between the present time and some other time (e.g. “How satisfied are you with your life these days compared to five years ago?”). These judgments can provide evidence on the question, “Is life satisfaction in developed nations increasing, decreasing, or remaining constant?” This paper provides the first review of intertemporal judgments of life satisfaction, and reports a meta-analysis of 71 such studies from 9 developed countries. Results show that in every survey that asks people how happy their own lives are now compared to some past time, a majority says they are happier now than in the past. The meta-analysis also shows that this question must be carefully distinguished from asking about quality of life of the average person, which shows a majority believing that life was better for the “average person” in the past. These two beliefs are logically inconsistent, since the average respondent actually says their satisfaction is higher now. We consider several sources of bias that may influence these results, including cognitive processing heuristics, self-appraisal (desirability) bias, and information bias in media news.