A TALE OF TWO CLIMATES: DIVERSITY CLIMATE FROM SUBORDINATES' AND MANAGERS' PERSPECTIVES AND THEIR ROLE IN STORE UNIT SALES PERFORMANCE

Applying Zohar's (2000) multilevel model of organizational climate, this study assessed the main and interactive effects of subordinates' and managers' diversity climate perspectives on store sales performance. Across 654 store units of a large U.S. retail organization, we observed main effects of subordinate and managerial diversity climates on unit sales percentage change and a significant subordinate × manager diversity climate perspective interaction. The greatest sales growth was found in stores wherein subordinates and management perceived highly pro-diversity climates (positive consistency). In contrast, the lowest sales growth was evident for stores in which both subordinates and managers reported less hospitable diversity climates (negative consistency). Our findings underscore the positive financial ramifications of highly consistent perceptions that diversity is valued in a work context.     

RACIAL DIFFERENCES IN EMPLOYEE RETENTION: ARE DIVERSITY CLIMATE PERCEPTIONS THE KEY?

Given considerable racial differences in voluntary turnover ( Bureau of Labor Statistics, 2006 , Table 28), the present study examined the influence of diversity climate perceptions on turnover intentions among managerial employees in a national retail organization. The authors hypothesized that pro-diversity work climate perceptions would correlate most negatively with turnover intentions among Blacks, followed in order of strength by Hispanics and Whites (Hypothesis 1), and that organizational commitment would mediate these interactive effects of race and diversity climate perceptions on turnover intentions (Hypothesis 2). Results from a sample of 5,370 managers partially supported both hypotheses, as findings were strongest among Blacks. Contrary to the hypotheses, however, White men and women exhibited slightly stronger effects than Hispanic personnel.     

Do sales and service compete? The impact of multiple psychological climates on frontline employee performance

This research examines how employees’ climate perceptions – or psychological climate – influence their performance of climate-related outcomes. We focus on two specific climates arguably most relevant to boundary-spanning organizations: service and sales climates. Building from the resource-allocation framework, the authors examine the way employees reconcile these multiple psychological climates. Polynomial regression and response surface modeling are used to test for the influence of these distinct climates on employee outcomes using a sample of 252 marketing employees and their 68 immediate supervisors. Specifically, the authors examine relationships between service and sales climates and the employee performance outcomes of customer satisfaction, helping behavior, effort, and sales performance. Results provide insight into the benefits and pitfalls of sales and service climates co-existing. Specifically we find that while sales effort is highest in climates that heavily favor sales, sales performance may exist in both sales-favored and service-favored climates (yet not in the presence of both). From a customer satisfaction perspective we find no significant impact of increasing sales climate in the presence of high service perceptions. These findings – both significant and non-significant – provide implications for future research in the realm of service-sales ambidexterity and interface as well as insight and direction for frontline managers.     

JUSTICE IN TEAMS: ANTECEDENTS AND CONSEQUENCES OF PROCEDURAL JUSTICE CLIMATE

This study examined antecedents and consequences of procedural justice climate (Mossholder, Bennett, & Martin, 1998; Naumann & Bennett, 2000) in a sample of manufacturing teams. The results showed that climate level (i.e., the average procedural justice perception within the team) was significantly related to both team performance and team absenteeism. Moreover, the effects of climate level were moderated by climate strength, such that the relationships were more beneficial in stronger climates. In addition, team size and team collectivism were significant antecedents of climate level, and team size and team demographic diversity predicted climate strength.     

Team climate,climate strength and team performance. A longitudinal study

We tested the hypothesis that the relationship between team climate and team performance is moderated by climate strength. The study sample was composed of 155 bank branches, and a two‐wave panel design was implemented. We measured four team climate facets (support, innovation, goal achievement and enabling formalization). We obtained two subjective indicators of team performance (ratings provided by team members and by team managers) and a financial indicator of team performance. Seven out of the 12 interaction effects tested were statistically significant and showed the expected sign. When financial team performance was the criterion, only the interaction term was significant. This suggests that only strong climates are related to financial team performance over time.     

Linkages Between Racioethnicity,Appraisal Reactions,and Employee Engagement

Because diversity is vital to many businesses, it is important to understand prospective racioethnic differences in employee engagement. Using survey data collected from a large (N = 5,537), diverse sample of retail employees, we found that more favorable appraisal reactions corresponded with more favorable psychological diversity climate perceptions; thus, higher levels of engagement. This indirect relationship was significantly stronger for ethnic minority employees (Blacks and Hispanics) than for White employees, indicating that members of traditionally disadvantaged groups respond differently to perceptions of appraisal systems. Finally, an exploratory assessment found that the hypothesized effects for racioethnicity do not generalize to sex, as the indirect effect of appraisal reactions on engagement was slightly, but not significantly stronger for women than for men.     

Examining the interactive effects of coach-created empowering and disempowering climate dimensions on athletes’ health and functioning

Based in Duda’s (2013) hierarchical and multidimensional conceptualisation of the motivational climate, the purpose of this study was to examine whether a coach-created empowering motivational climate moderated the debilitating effects of a disempowering motivational climate on athletes’ health and optimal functioning. Athletes (N = 406, M age = 23.1 years; 67% male) completed questionnaires assessing their perceptions of coach-created empowering and disempowering climates created in training and competition, enjoyment in sport, burnout symptoms, global self-worth, and symptoms of physical ill-health. Following the recommendations of Hayes (2013) and Dawson (2014), and using PROCESS (Hayes), moderated regression analyses showed that the interaction between disempowering and empowering climate dimensions was significant and predicted 1% unique variance in 3 outcome variables (i.e., enjoyment, reduced accomplishment, and physical symptoms). The Johnson-Neyman technique was employed to plot and probe the significant interactions, which revealed moderately strong to strong values of an empowering climate tempered the significant relationship between a disempowering climate and the three outcome variables. The findings from this study have implications for coach education and suggest programmes that train coaches to understand how to create empowering climates and avoid (or dramatically reduce) disempowering climates are warranted.     

Positive God Images and Positive Emotions toward God: Exploring Variations among Whites,Blacks, and Hispanics

How people view God is an important part of religious life. The purpose of this study is to see if four positive God image measures and two measures of positive emotions toward God vary among Whites, Blacks, and Hispanics. The data come from a recent nationwide survey in the United States (N = 2500). The findings reveal that, compared to Whites and Hispanics, Blacks have more positive image of God scores on all four measures. The data indicate that Blacks are also more likely than Whites and Hispanics to have strong positive emotions toward God. In contrast, consistent differences between Hispanics and Whites failed to emerge across all of the study measures.     

THE PRECURSORS AND PRODUCTS OF JUSTICE CLIMATES: GROUP LEADER ANTECEDENTS AND EMPLOYEE ATTITUDINAL CONSEQUENCES

Drawing on the organizational justice, organizational climate, leadership and personality, and social comparison theory literatures, we develop hypotheses about the effects of leader personality on the development of 3 types of justice climates (e.g., procedural, interpersonal, and informational) and the moderating effects of these climates on individual-level justice–attitude relationships. Largely consistent with the theoretically derived hypotheses, the results showed that leader (a) Agreeableness was positively related to procedural, interpersonal, and informational justice climates; (b) Conscientiousness was positively related to a procedural justice climate; and (c) Neuroticism was negatively related to all 3 types of justice climates. Further, consistent with social comparison theory, multilevel data analyses revealed that the relationship between individual justice perceptions and job attitudes (e.g., job satisfaction, commitment) was moderated by justice climate such that the relationships were stronger when justice climate was high.     

A review of climate and culture research in selling and sales management

Despite the extensive literature on organizational climate and culture and their impact on an organization's sales activities, the diversity of theoretical perspectives makes it difficult for sales professionals and scholars to understand the effect of specific climate- and culture-related factors on the performance of salespeople and sales units in an organization. The objective of this article is to clarify the conceptual underpinnings of organizational climate and culture research within the sales context through an extensive review of extant literature. In doing so, we offer a critical review of research on organizational climate and culture, a conceptual frame for viewing the literature across different levels of analysis, and specific questions to guide future research. We also make a case for more research on industry-level climate and culture in the sales context.     

AN OBJECTIVE EVALUATION OF A BEHAVIOR MODELING TRAINING PROGRAM

Past research on the effects of behavior modeling training has rarely focussed on actual changes in job performance. This paper describes a study in which results of a behavior modeling training program for sales representatives were evaluated in relation to effects on the sales performance of the participants. Sales associates selling large appliances, radios, and television sets for a large chain retailer in seven stores in one metropolitan area participated in a behavior modeling training program designed to improve their sales effectiveness. Before and after comparisons were made in their sales records with similar sales associates in seven matched stores who participated in other kinds of sales training during the same period. Sales representatives who received the behavior modeling training increased their sales by an average of 7% during the ensuing six-month period, while their counterparts in the control group stores showed a 3% decrease in average sales. The extra effort entailed in obtaining the needed sales records seemed to be worthwhile in providing convincing evidence of the value of the training.     

Beyond individual justice facets: How (Mis)alignment between justice climates affects customer satisfaction through frontline customer extra-role service behavior

ABSTRACT

This study examines the combined effect of organizational justice facets on store-level customer extra-role service behavior, and subsequently on customer satisfaction. Hypotheses were tested on a sample of 1,951 employees in 121 business units from four countries, and on 55,731 customers of an international retailer. The results of polynomial regression and response surface analysis revealed that unit customer service performance and customer satisfaction are higher when justice facets are aligned at high levels, compared to when they are aligned at low levels. Moreover, we found evidence that the consequences of misalignment between justice facets are asymmetrical. Unit outcomes were higher when distributive justice (DJ) and procedural justice (PJ) climates were both higher than the interpersonal justice climate, compared to when the inverse was true. Conversely, unit outcomes increased when informational justice (INF-J) climate was higher than DJ and PJ climates, compared to when DJ and PJ climates were higher than INF-J climates. The observed effects of misalignment between justice facets were non-linear, as complex curvilinear relationships were moderator-dependent. Customer satisfaction was higher in stores with higher team customer service behavior, and team service behavior was found to be a significant conduit by which justice facets (mis)alignment influence customer satisfaction.     

Employee Lateness Behavior: The Role of Lateness Climate and Individual Lateness Attitude

The authors investigated the joint influence of contextual factors and individual attitudes on employee lateness in a field setting. Hierarchical regression analyses based on objective lateness data revealed that perceived lateness climate moderated the relationship between individual lateness attitudes and lateness behaviors. Specifically, as hypothesized, individual attitudes toward lateness were stronger predictors of actual lateness frequency in lenient climates. This moderating effect was observed when controlling for key attitudes such as job satisfaction, job involvement, and affective commitment. Thus, climate displayed a unique effect on employee lateness, constraining the influence of individual attitudes in strict climates and allowing more influence in lenient climates. Implications and recommendations for future research are discussed.     

Hedging Their Bets: A Longitudinal Study of The Trade-Offs Between Task and Contextual Performance in a Sales Organization

In a field study of 167 salespeople working within a hybrid control system where multiple goals are valued, we examine whether feedback on sales performance is an antecedent to managerial ratings of task and contextual performance. Consistent with a hedge your bets strategy, results showed that the relationship between sales performance and ratings of interpersonal facilitation was curvilinear and moderated by political skill. Whereas sales performance and ratings of task performance and job dedication were positively related, interpersonal facilitation was negatively related to subsequent sales performance, suggesting that those who hedged their bets were less likely to achieve future sales goals.     

Fear of Crime and the Likelihood of Victimization: A Bi-Ethnic Comparison

Abstract

Fear of crime and the likelihood of future victimization for Hispanics and Blacks in the United States was examined. The sample size was 2,235 (1,696 Black and 539 Hispanic respondents). Fear of crime and the likelihood of victimization were perceived as serious social problems by both Hispanics and Blacks, but Hispanics and women reported higher levels of fear of crime and felt more likely to be victimized than Blacks and men did.     

A multilevel study of leadership, empowerment, and performance in teams

A multilevel model of leadership, empowerment, and performance was tested using a sample of 62 teams, 445 individual members, 62 team leaders, and 31 external managers from 31 stores of a Fortune 500 company. Leader-member exchange and leadership climate related differently to individual and team empowerment and interacted to influence individual empowerment. Also, several relationships were supported in more but not in less interdependent teams. Specifically, leader-member exchange related to individual performance partially through individual empowerment; leadership climate related to team performance partially through team empowerment; team empowerment moderated the relationship between individual empowerment and performance; and individual performance was positively related to team performance. Contributions to team leadership theory, research, and practices are discussed.     

Family Climate of Adolescents with and Without Type 1 Diabetes: Longitudinal Associations with Psychosocial Adaptation

Family climate is theorized to influence psychosocial functioning of adolescents both with and without type 1 diabetes. Family system theory considers adolescent behavior as a function of the dynamic interactions between family members. In the present multi-informant longitudinal study, we used two-step cluster analysis to empirically derive family climates based on four family dimensions (i.e., cohesion, conflict, organization, and control) at baseline and we related these climates to longitudinal assessments of adolescent psychosocial functioning. Analyses were conducted on a total of 220 adolescents (102 with diabetes, 118 healthy controls), 217 mothers, and 168 fathers. Cluster analysis on the four FES subscales revealed the following four family climates: a cohesive (moderately high on cohesion and moderately low to low on the other dimensions), balanced (high on cohesion and organization, low on conflict), conflictual (high on conflict, low on organization and cohesion), and controlling (high on control, moderately high on conflict and organization, moderately low on cohesion) climate. Adolescents with diabetes were somewhat overrepresented in the balanced climate, and underrepresented in the cohesive and conflictual climate as compared to their healthy peers. Consistent with hypotheses, we found that adolescents raised in cohesive or balanced climates fared better in terms of internalizing symptoms, externalizing symptoms, and self-concept as compared to adolescents raised in conflictual or controlling climates. Additionally, family climate was not associated with differential changes in outcome variables over time. These finding were consistent across informants and across time. Finally, these associations were not moderated by having type 1 diabetes. Suggestions for future research and practical implications are discussed.     

Evaluating health care work settings: A holistic conceptual framework

Abstract

After offering a systems perspective that considers a diversity of job-related and personal factors, we discuss the determinants and impacts of health care work climates and how staff morale and performance can influence the treatment milieu and quality of patient care. We also describe the physical features, organizational structure and policies, and suprapersonal and task factors that help to shape health care work climates. We then review research on the connections between work climate and staff morale and performance, the interplay of work climate factors, and the role of personal factors in these relationships. Finally, we orovide some ideas about how to improve health care work settings and focus on some promising new research directions.     

The reciprocal relationship between psychological contract fulfilment and employee performance and the moderating role of perceived organizational support and tenure

This study investigated the reciprocal relationship between perceptions of psychological contract fulfilment and employee performance (sales made and sales targets), and whether this was moderated by the quality and length of the social exchange relationship captured, respectively, through perceived organizational support (POS) and organizational tenure. We used a sample of 146 sales advisors and a four‐point longitudinal design and found support for reciprocal links where performance predicted subsequent psychological contract fulfilment and vice versa. The strength of the relationship between performance and psychological contract fulfilment increased over time. The quality of the social exchange relationship (i.e., POS) moderated reciprocal links between sales made and sales targets met and perceptions of psychological contract fulfilment at earlier, but not later, time points. One way to interpret the findings is the changing nature of the unfolding relationship between support, psychological contract fulfilment, and performance, where a supportive relationship buffers failing to deliver at earlier time points, but at later time points employee performance and psychological contract fulfilment associate more strongly as both parties prioritize delivery.     

Interdependence as a Moderator of the Relationship Between Competitiveness and Objective Sales Performance

In this study, we investigated the moderating role of interdependence (a personality trait that measures the extent to which individuals desire working in a group‐based, cooperative setting) on the relationship between competitiveness and one‐year objective sales performance. On the basis of data from 133 sales representatives, results indicated that: (a) competitiveness was related to objective sales performance; and (b) interdependence moderated the relationship between competitiveness and objective sales performance such that competitiveness predicted objective sales performance more strongly for those who scored low in interdependence versus those who scored high in interdependence. Implications for sales selection and reward systems and directions for future research are considered.