农民工职业自我效能感的结构

职业自我效能感是影响个体职业发展的重要心理因素。在开放式问卷调查和文献研究的基础上,初步建构了农民工职业自我效能感的结构。对155人样本数据的探索性因素分析和对146人样本数据的验证性因素分析的结果支持了农民工的职业自我效能感包括职业胜任自我效能感、职业关系自我效能感、职业学习与发展自我效能感、职业问题解决自我效能感四个因素的建构。对农民工职业自我效能感问卷的信度与效度的检验显示,问卷的信度与效度能够达到心理测量的基本要求,可以作为农民工职业自我效能感的测量工具。     

学习自我效能感量表的编制

本文在相关理论分析的基础上首先明确了学习自我效能感的基本性质、确立了学习自我效能感量表的初步结构和量表的编制原则;再经过对教师、学生开放式问卷调查,国外三个典型量表的使用,编制了学习自我效能感量表初稿。经过对五稿量表反复的测题修改和筛选,最终确立了学习自我效能感的基本结构,并形成含2个分量表、10个分测验、63个正式测题的学习自我效能感量表。量表的编制采用“步步逼进法”。     

管理者的管理自我效能感

管理工作的复杂化需要管理者具有高的管理自我效能感。作者在介绍有关管理自我 效能感与工作绩效、职业紧张的关系,以及影响管理自我效能感因素的研究的基础上,就管 理者管理自我效能感研究提出了一些新的思路。     

管理者的管理自我效能感

管理工作的复杂化需要管理具有高的管理自我效能感。作在介绍有关管理自我效能感与工作绩效、职业紧张的关系,以及影响管理自我效能感因素的研究的基础上,就管理管理自我效能感研究提出了一些新的思路。     

初二学生知觉到的教师期望、自我价值感与自我效能的关系研究

以 2 55名初中二年级学生为被试 ,采用验证性因素分析和多元回归方法对教师期望、自我价值感及自我效能的关系进行研究。结果表明 :(1 )人口统计学变量 (性别和班别 )对教师期望、自我价值感及自我效能有影响。 (2 )教师期望与自我价值感和自我效能相关显著 :积极效应与自我价值感及自我效能的各维度呈显著正相关 ,消极效应与自我价值感及自我效能各维度呈显著负相关。 (3 )在控制了人口统计学变量后 ,教师期望与自我价值感仍对自我效能各维度具有较强的预测作用。 (4)自我价值感在教师期望对自我效能各维度的影响上起到了中介作用     

大学生学业自我效能感提升研究

本文主要在大学生学业自我效能感的现状以及影响因素研究的基础上,从心理学研究的角度出发,采用了问卷调查法以及深度访谈2种方法探讨了提升大学生学业自我效能感的方法。调查发现合理的言语劝说、高程度的学习动机对大学生学业自我效能感的提升效果最为明显,自身直接学业成功经验和良好的人际环境对大学生学业自我效能感也存在着提升作用。因此本研究对提升大学生学业自我效能感不仅具有理论意义且具有较强的现实应用。     

呈现方式、自我效能感和成就动机对FOK判断影响的研究

以英汉配对词为实验材料探讨了呈现方式、自我效能感和成就动机对ＦＯＫ判断（Ｆｅｅｌｉｎｇ ｏｆ Ｋｎｏｗｉｎｇ）的影响,被试是１４４名大学生。实验结果表明：（１）呈现方式、自我效能感和成就动机均显著影响ＦＯＫ判断等级的高低和判断的准确性;（２）自我效能感和成就动机在影响ＦＤＫ判断方面有显著的交互作用,成就动机对ＦＤＫ判断的作用受自我效能感影响;（３）被试的回忆成绩、再认成绩和ＦＤＫ判断准确性之间均有显著的正相关,表明客体记忆与无记忆之间有较密切的联系。     

教师自我效能感及其影响因素

本文阐述了教师自我效能感的概念及结构特点,并从外部环境和教师个人两个方面分析了影响教师自我效能感的因素。     

教师教学效能感：结构与影响因素的研究

为研究区分教师教学效果的一个重要变量──教学效能感,采用教师教学效能量表对３８２名中学教师及其相应的在校大学生进行了测查．因素分析结果表明,教师数学效能感可以分为一般教育效能感和个人教学效能感两个方面,这与班杜拉的自我效能理论和Ａｓｈｔｏｎ的教师教学效能感模型相一致．通过对可能影响教师数学效能感因素的考察发现,教龄因素对教师一般教育效能感和个人教学效能感有不同的影响,随教龄的增加,教师的一般教育效能感呈下降趋势,而个人教学效能感表现出上升的倾向．特别是,在校大学生与已从事教育工作的教师,在教学效能感的两个维度上存在着显著的差异;性别和学历因素对教师教学效能感不存在显著的影响．     

工作场所中员工创新的内驱力：员工创造力自我效能感

自我效能感在创新领域具体运用后,发展为创造力自我效能感, 是指个体对创造成功的信念。以往的研究多集中于教育领域。随着员工创新在组织创新中地位提升, 研究者发现, 对创新成功所抱有的信念是支撑员工将创新行为实施到底的重要内在力量, 创造力自我效能感的研究开始向组织领域拓展。文章对创造力自我效能感在组织领域的最新研究进行归纳,总结了影响员工创造力自我效能感的主要因素：领导支持、工作的复杂度等;提炼了员工创造力自我效能感与员工创新的关系, 说明员工创造力自我效能感无论是作为员工创新心理的一个维度, 还是作为一个独立变量在个体创新机制中起中介或者调节作用, 均与员工创新紧密相关; 最后, 提出下一步的研究需要对员工创造力自我效能感的测量以及影响因素进行深入研究, 为管理实践提供更多的理论依据。     

On the positive aspects of customers: Customer‐initiated support and affective crossover in employee–customer dyads

This study examines psychological resources for service employees and their customers, which enhance the service experiences of both parties during service conversations. We investigate whether customer behaviour (customer‐initiated support) positively impacts on employees’ affect. We also examine the crossover of employees’ affect on customers’ affect. State positive affect (PA) was assessed in 82 employees of car dealerships and 421 customers on 2 occasions (before and after the conversation). Multi‐level analyses showed the hypothesized positive impact of customer behaviour on employees’ PA and in turn of employees’ PA on customers’ PA. Results are integrated in an overall process model whereby customers’ PA leads to customer‐initiated support, which increases employees’ PA and in turn enhances customers’ PA. Results suggest direct and indirect crossover effects. This study extends research on customer behaviour offering a positive slant on customer behaviour and suggests to actively involve customers in the service process in order to promote their positive behaviour towards employees.     

军事飞行员工作绩效结构的分析

通过对30名高等级军事飞行员的访谈和相关资料的研究初步确定了11个条目的任务绩效和关系绩效考核提纲;由109名上级使用这个提纲对507名现役军事飞行员进行了绩效评估,另外飞行员间进行互评;使用验证性因素分析的方法对提纲进行了优化,并进行了信度和效度考察。结果表明,军事飞行员的工作绩效应由任务绩效和关系绩效两部分来描述,其中任务绩效包含四个因素,分别为：飞行绩效、空中特情下的表现及事故征候的发生率、业务理论水平和体能状况;关系绩效包含6个因素,分别为：遵章守纪表现、工作主动性、责任心、安心服役、钻研精神和协作精神。     

中国消费者价格容忍度的特点

运用多维线性模型,对我国消费者对不同产品价格涨落的容忍态度进行了研究。研究对象为26384名购买过各类产品的消费者。结果表明：（1）消费者对不同产品的价格容忍度不同,对日用消费品的价格容忍度较高,对耐用消费品的价格容忍度相对较低;（2）消费者的年龄和受教育程度对价格容忍度有负向的影响,消费者的年龄和受教育程度越高,对产品的价格容忍度越低;（3）男性消费者的价格容忍度高于女性消费者,女性消费者对价格较为敏感。     

Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency

Salespersons’ customer orientation has attracted considerable attention from practitioners and researchers. By distinguishing customer-oriented attitude from behavior, this study sheds light on customers’ perceptions of salespersons’ empathy, as a missing link between customer orientation and customer-related outcomes. Noting the increasing age diversity among salespersons and customers, this study also investigates whether age differences in salesperson–customer dyads moderate the relationships of salespersons’ customer-oriented attitude and behavior with customer outcomes. Finally, this study examines salespersons’ climate perceptions as antecedents of their customer-oriented attitudes. Results of multilevel modeling with data from 164 salespersons and 405 customers reveal that salesperson empathy, as perceived by customers, is an important facilitator of the customer orientation–satisfaction relationship. When there are large age differences, salespersons’ customer-oriented attitude becomes more important for making customers feel understood by salespersons. Regarding antecedents, salespersons’ customer-oriented attitude is influenced by their perceptions of team-member exchange and age-inclusive climate.     

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。     

Marketing Control and Sales Force Customer Orientation

This study is predicated on the premise that internal sales force control mechanisms are strategic and operational forces that directly affect the behaviors of the sales force and their accompanying orientation toward customers. Sales managers represent a very different component of the sales force than salespeople. Their motivations, interests, role, and methods of operations all represent different approaches than those embraced by their coworkers: salespeople. Yet, although sales managers operate under an outcome-based control system and can be expected, to some degree, to be motivated by selfinterest (Oliver and Anderson 1994), upper management expects managers to be directed by organizational needs. However, in a results-oriented environment, the foundation of many compensation systems, sales quotas can focus sellers and managers in a direction inconsistent with customer-oriented selling (particularly if this behavior is deemed necessary to achieve quota). Based on this premise, this study examines the influence of sales managers’ quotas on their response to salespeople’s unethical behavior and its resulting effect on the customer orientation of the sales force. To fully explore this condition, this study also examines the role of an important formal process control, the ethical climate (e.g., rules and regulations), in influencing customer orientation. Providing important implications to sales organizations, results indicat that sales quotas can negatively affect sales force customer orientation via their effect on sales managers’ responses to salespeople’s selling behaviors. Interestingly, however, the company’s ethical climate was found to positively influence sales force customer orientation.     

服务消费中多次情绪感染对消费者负面情绪的 动态影响机制

在深入剖析情绪感染心理机制的基础上,深入研究了在服务消费中多次情绪感染对消费者负面情绪的动态影响。作者采用实验法,使用真实情景录像作为刺激物,验证了在服务消费中,正向情绪感染和负向情绪感染都是真实存在的,并且服务人员的情绪、语言和行为都会对消费者负面情绪产生持续的动态影响,同时证实了情绪感染敏感度对情绪感染过程产生明显的调节作用。     

Web2.0环境中顾客参与的实现型快乐感形成机制

随着以用户间交互为特征的Web 2.0理念的深入发展,顾客期望借助互联网参与到价值的生产与创造过程中,以期通过自我潜能发挥和自我价值展示寻求获得一种有别于享乐型快乐感的实现型快乐感.以往顾客参与研究大多关注其经济利益、如何管理、影响因素、获得的实际利益,而对于顾客参与过程中的心理机制和参与后的心理收获研究不多.本研究以互联网为背景,从顾客视角出发,科学采用实验、实证等多种方法,并尝试采用生理仪器(如多导仪、脑电核磁共振仪等)采集顾客行为和生理的客观数据,利用自我决定理论对顾客参与过程的心理反应和参与后的心理收获进行系统探讨,构建顾客参与过程的心理动态模型.     

Investigating the Employee’s Perspective of Customer Delight

With ever-increasing expectations from customers, sales managers need to assess if trying to delight customers is a worthy pursuit. While the concept of delight has been studied from both customer and management perspectives, the employee’s perspective has not been evaluated with the same intensity. To explore this underresearched area, the authors performed critical incident studies of frontline employees (FLEs) to understand their perceptions of what it means to delight customers, and how in turn these perceptions affect psychological and behavioral states of employees. The results of this analysis revealed that employees who delighted customers experienced improved customer orientation and increased job skills. In addition, many FLEs experienced an emotional contagion of positive emotions from a customer during a delightful experience. The authors also investigated the difference between employees’ perceptions of delight and satisfaction, thereby providing a comparison of how the two levels impact employee performance.     

The impact of salesperson credibility-building statements on later stages of the sales encounter

Salespeople frequently attempt to build credibility on their first encounter with a customer. Because customers actively evaluate persuasive messages, it is important to understand their reactions to credibility-building tactics and how these reactions shape the sales interaction. Accordingly, this study investigates customers' reactions to two types of credibility-building statements – benevolence and expertise – using a multistep qualitative analysis of sales transactions in the life insurance industry, along with surveys before and after the sales encounter. Empirical results show that customers are more likely to react positively to credibility-building statements that match their buying style expectations. Furthermore, when customers react positively to a credibility-building tactic, salespeople are more likely to continue using that tactic when addressing customer objections. However, whereas benevolence tactics for addressing customer objections lead to stronger relational outcomes, the findings indicate that expertise tactics do not. Thus, matching sales tactics with customers' buying style expectations is beneficial in the early stages of the sales encounter, but customer objections are best addressed with benevolence tactics, regardless of customers' buying style.