When do low‐power customers complain? The joint effects of chronic sense of personal power and complaint success on complaining intentions

In the customer complaint literature, researchers have found that the lack of an incidental sense of power is one of the reasons why customers do not complain. However, two issues are left unanswered: does a chronic sense of power influence consumer complaining behavior, and how individuals who feel chronically powerless can be encouraged to complain when dissatisfied. The present study is intended to address this topic. Drawing on the approach–inhibition theory of power, we argue that the probability of complaint success increases the complaint behavior of customers with a low chronic sense of power, thereby mitigating the differences in the complaint behavior of consumers with low and high power. The three studies indicated that a low chronic power was negatively associated with complaining intentions and that this association was mitigated by the perceived success of complaining.     

关系规范对消费者抱怨意愿及潜在动机的影响模型

现有的关于向企业进行抱怨的研究均建立在“理性人”的假设之上, 而忽视了消费者同时作为“社会人”需要遵循一定的规范。本文引入关系规范的概念(共有关系规范, 交换关系规范), 通过实验的方法探究其对消费者的抱怨意愿及潜在动机的影响。实验一的结果显示在服务失误水平低的情况下, 共有关系规范下的被试相对于交换关系规范下的被试更乐意向企业抱怨, 而在服务失误水平高的情况下, 这种差异不显著。实验二进一步验证了这种关系, 并发现共有关系规范下的被试向企业抱怨, 是为了帮助其发现和改进服务中存在的问题, 以提高服务质量, 具有利他动机。     

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.     

Influence of self-concept on school adjustment among middle-school students

The view that children's self-concepts influence their school adjustment and behavior is widely accepted, but the strength of the influence and the contribution of specific self-concept dimensions to children's nonacademic performance in school are uncertain. This issue is important in view of evidence that behavior problems are acute among minority children in inner-city public schools. The purpose of the present study was to examine the relationship between specific self-concept dimensions and school adjustment in three areas: (a) general classroom behavior, (b) group participation, and (c) attitude toward authority, as assessed by teachers. The sample consisted of 142 American middle-school children who attended four inner-city public schools. The results showed that significant bivariate correlations existed between each self-concept dimension on the Tennessee Self-Concept Scale and the three behavioral domains studied. Stepwise multiple regression procedures also indicated strong individual and combined predictive power among the self-concept dimensions.     

Aggressive Behavior of Passengers, Conflict Management Behavior, and Burnout Among Trolley Car Drivers

A sample of 96 trolley car drivers was used to investigate the relationship between aggressive behavior of passengers and burnout, the moderating effect of conflict management behavior of the drivers on this relationship; and the influence of burnout on customer-friendliness, passenger complaints, and absenteeism. The results show that aggressive behavior of passengers was related to all 3 burnout dimensions. The relationship of aggressive behavior of customers and professional efficacy was qualified by 2 significant interactions with 2 conflict management behavior styles: forcing and avoiding. The interactions showed that too much forcing as well as too much avoiding are related to less professional efficacy for drivers confronted with aggressive behavior. Passenger complaints were only related to less professional efficacy. The customer-friendliness of the drivers was related to less cynicism and more professional efficacy. Absenteeism was only related to exhaustion.     

The relationship between justice and attitudes: An examination of justice effects on event and system-related attitudes

Research in organizational justice has always been interested in the relationship between justice and attitudes. This research often examines how different types of justice affect different attitudes, with distributive justice predicted to affect attitudes about specific events (e.g., performance evaluation) and procedural justice predicted to affect attitudes about organizations (e.g., organizational commitment). However, there is mixed support for these predictions. Moreover, this approach generally ignores the relationship between attitudes about the specific event and attitudes toward the organization. In this study we identify three alternative models of justice and attitudes. We use customer responses to complaint handling to test these alternative conceptualizations. Results generally support a mediated model, wherein event attitudes mediate the effect of justice perceptions on system-related attitudes. The implication of these findings for organizations and justice researchers are discussed.     

Beyond a Paycheck: The Influence of Workforce Participation on Women’s Cancer Screening in Turkey

The present study investigates the influence of workforce participation on women’s cancer screening behaviors in Turkey. In cultures with predominantly Muslim populations like Turkey, emphasis is typically placed on a woman’s traditional role as a child bearer. Although the impact of workforce participation on women’s welfare has been studied in various contexts, the relationship between workforce participation and health protective behavior has received scant attention. Using quantitative data from a survey of women aged 40 and above from 33 urban cities in Turkey (N?=?483), we examine the influence of workforce participation on breast and cervical cancer screening behaviors. Homemakers were less likely than working/retired women to be up-to-date on screenings. Women with lower income and education screened less; however, workforce participation seemed to have a positive effect on screening among these women. Additionally, working/retired women and homemakers differed from each other in terms of their perceptions regarding their risk of developing cancer (perceived susceptibility). In addition, both perceived susceptibility and women's perceptions regarding their ability to get cancer screening (self-efficacy) were significant predictors of intention to engage in screening in future. In Turkey, homemakers are in a vulnerable position due to lower rates of cancer screening. Furthermore, targeting homemakers for interventions may be easier than trying to identify other low screening groups of women such as those with lower education or income. Interventions raising perceptions of susceptibility to cancer, possibly by targeting neighborhoods during working hours, could be useful in increasing screening rates at risk women.     

Salesperson characteristics affecting consumer complaint responses

The important relationship between consumer complaint behaviour and brand and store loyalty is well established. The range of factors that favourably influence the outcomes of complaining have received relatively less research attention. Therefore, this study tests the effects of two salesperson source characteristics: willingness to listen and product/store knowledge, on consumer complaint‐related perceptions and intentions in a retail setting. Mall shoppers participated in a consumer complaint experiment to test the hypothesised effects. The results indicate that both characteristics affect customer complaint responses, as well as consumer perceptions of the salesperson and the retail store. The findings of the study demonstrate that salesperson characteristics are important influences on positive or negative consumer complaint responses. Copyright © 2001 Henry Stewart Publications.     

尼古丁依赖对男性吸烟者感知戒烟行为控制的预测：社会支持与抱怨批评的作用

考察尼古丁依赖对男性吸烟者感知戒烟行为控制的预测及他人戒烟社会支持和抱怨批评的调节作用。对326名男性吸烟者进行问卷调查,结果显示：（1）尼古丁依赖显著负向预测感知行为控制;（2）社会支持和抱怨批评共同调节两者关系;在高社会支持且低抱怨批评、高抱怨批评且低社会支持的条件下,尼古丁依赖的预测作用不显著。结果说明,高社会支持在尼古丁依赖削弱感知行为控制过程中起缓冲作用,而高抱怨批评削弱社会支持的缓冲作用。     

An Evolutionary Perspective on Effective vs. Ineffective Pick-up Lines

ABSTRACT

The present study integrates social exchange, role theory, and climate research to suggest that employees who have contact with customers (“contact employees”) will reciprocate felt obligations of high-quality employment relationships (i.e., perceived organizational support [POS]). They do this by expanding their role in ways that are consistent with contextual behavioral expectations. A longitudinal survey of 1,387 contact employees and 666 supervisors in a large supermarket chain in Taiwan demonstrated that the positive relationship between POS and service-oriented organizational citizenship behavior (SOCB) role definitions was strengthened by service climate. In summary, organizational support resulted in expanded SOCB role definitions within a strong service climate, while this relationship was much weaker and not significant in weak service climate. I discuss theoretical and managerial implications through this empirical examination.     

抱怨行为的形成机制：基于质性访谈

为了解个体的抱怨行为特点,研究采用质性访谈法,分别对13位抱怨者和配对的26位倾听者进行半结构式访谈,并运用扎根理论分析程序对访谈资料进行三级编码。结果发现,抱怨行为在本质、内容、动机、对象选择、表现形式、效果以及影响因素七大方面具有一般特征;抱怨的本质是在情绪性动机或工具性动机驱使下产生的间接性行为,这些间接性行为可能会产生负能量,传递给第三者。研究从实证角度为抱怨的双重路径模型提供了证据支撑,同时也深化了对日常情景中的抱怨的认识。     

Information system development: From user participation to contingent interaction among involved parties

Abstract

Over the last few decades many social scientists have pointed to the importance of user participation in information system development (SD). In study A the opinions of 314 Dutch system developers on this issue were examined. The conclusion is that the majority rate the value of user participation highly. However, these data confront us with three important problems. First, we cannot be sure that the stated preferences of system developers are reflected in their actual behaviour. Second, system developers may give a different meaning to the concept “user participation” than social scientists. Third, “user participation” does not necessarily imply “user influence” on SD. Moreover, the empirical relationship between user participation and the effectiveness of SD remains unclear. In our opinion this can be attributed both to the multidimensional nature of the former concept and to the contingency of this relationship to the context of SD. Therefore, in study B, we developed a multidimensional contingency model to study the interaction among parties in SD instead of the study of user participation. In this explorative study no linear relationship between the effectiveness of SD and the interaction between users and system developers was found. Instead, effective SD seemed to require a fit between the context of SD and the interactions with and among users.     

残疾儿童心理健康对家长亲职压力的影响:有调节的中介效应

为探讨残疾儿童心理健康与家长亲职压力的关系,揭示亲社会行为在残疾儿童情绪行为问题与家长亲职压力之间的中介作用,以及问题影响程度的调节效应,本研究采用短式亲职压力量表、长处和困难问卷分别对199名残疾儿童及其家长进行问卷调查,结果发现：（1）残疾儿童情绪行为问题对家长的亲职压力有显著的正向预测作用;（2）亲社会行为在残疾儿童情绪行为问题与亲职压力之间起着部分中介的作用;（3）问题影响程度能够调节该中介效应,当问题影响程度越小时,中介效应越显著。可见,亲社会行为能够缓冲残疾儿童情绪行为问题对家长亲职压力的负向影响,并且问题影响程度越小,这种缓冲作用越明显。     

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.     

QUALITY CIRCLES AND EMPLOYEE ATTITUDES

Quality circles have repeatedly been suggested as a technique for enhancing employees' involvement in and satisfaction with their work. This study explored the relationship between employees' participation in quality circle (QC) activities and their reactions to their jobs. Specifically, the relationship of participation in QC activities and employees' perceptions of the influence they have on their jobs, the characteristics of their jobs, and their overall job satisfaction were examined. Four hundred and fifty-five (455) QC members and 305 non-QC members, all employees of a large electronics manufacturer, were surveyed. The effect of QC membership as well as tenure in quality circles on the above variables is reported. Involvement in a quality circle was found to have a significant relationship to employees' perception of influence, as well as to some job characteristics. No significant effect of QC membership on job satisfaction was found. The results are discussed in the context of the need for further validation of many arguments heard about quality circles.     

Explaining the Relationship between Religiosity and Political Participation: The Mediating Roles of Transcendent Accountability and Religiopolitical Awareness

Prior research tends to find a positive relationship between religiosity and political participation. Explanations of this relationship have focused mostly on religiosity-generated organizational resources (e.g., civic skills), while paying less attention to psychological resources. We simultaneously examined different aspects of religiosity (belief, behavior, and belonging) and political participation (electoral and nonelectoral) in a structural equation model with two psychological resources as mediators: (1) “transcendent accountability”—seeing oneself as responsible to God or a higher power for one's impact on other people and the environment, and (2) “religiopolitical awareness”—perceiving the influence of one's religion and/or spirituality on one's political views and activities. Results from analyzing survey data from a US representative sample showed that transcendent accountability and religiopolitical awareness, whether together or awareness only, mediated positive relationships between religiosity (belief, private and public behaviors, and membership) and political participation (voting and other political activity), highlighting key psychological motivators of political participation.     

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。     

羞愧对亲社会行为影响的三水平元分析

羞愧是一种典型的道德情绪,其对亲社会行为的作用在既往研究中并不一致。本研究首次采用三水平元分析技术整合相关实证研究,检验羞愧对亲社会行为的影响及调节变量在二者关系中的作用。通过文献检索和筛选,共计纳入26篇文献, 85个效应量,总样本量为5823人。主效应检验发现,羞愧组比控制组表现出更多的亲社会行为,羞愧能够促进亲社会行为的产生。调节效应检验发现,暴露情境比掩蔽情境更能诱发羞愧对亲社会行为的促进作用,亲社会行为的产生情境(暴露情境或掩蔽情境)调节作用显著,但年龄、文化背景、羞愧诱发方法、羞愧类型及亲社会行为类型等变量的调节作用不显著。本研究使用三水平元分析方法保证了纳入文献信息的完整性,从而就羞愧对亲社会行为的影响及调节变量在两者关系中的作用得出更为全面可靠的研究结论,有助于拓展人们对于羞愧与亲社会行为关系及调节机制的认识。后续研究可深入探讨认知因素和个体特征在羞愧对亲社会行为影响中的作用,考察羞愧与其他道德情绪对亲社会行为影响的差异。     

母亲守门行为与母亲教养投入、母子依恋的关系及发展性差异

基于家庭系统理论与依恋理论提出了一个母亲守门行为通过母亲教养投入预测母子依恋的间接效应模型, 同时考察了这一模型在青少年发展阶段上的差异。采用问卷法对597个核心家庭的母亲和青少年进行调查, 结果发现：(1)总体上, 母亲开门行为对母亲教养投入和母子依恋均具有正向预测作用, 母亲教养投入对母子依恋具有正向预测作用, 间接效应模型成立; 母亲关门行为对母亲教养投入的预测作用不显著, 对母子依恋具有负向预测作用, 间接效应模型不成立; (2)从发展阶段来看, 母亲开门行为的间接效应模型在三个发展阶段均成立, 且间接效应大小无差异; 母亲关门行为的间接效应模型只在早期和后期成立, 且两发展阶段的作用性质相反, 早期为正向预测作用, 后期为负向预测作用。结果补充和扩展了母亲守门行为的作用效果研究, 并且强调了青少年发展阶段在其中的作用, 对家庭教育实践具有一定的指导意义。     

顾客参与内容创造的个体心理和群体创造机制

顾客参与内容创造是顾客创造媒体(consumer-generated media, CGM)发展的基石, 对互联网企业和传统企业的发展影响巨大而深远。CGM研究刚刚起步, 顾客参与创造的研究有限, 而为数不多的群体创造多针对组织、团队, 针对顾客群体的甚少。针对蓬勃发展的CGM中顾客参与内容创造的个体研究和群体研究都很缺乏。研究试图在相关研究基础上, 从顾客视角, 使用动机理论、情绪理论、个体创造力和群体创造理论, 科学采用实验、社会网络分析和调查等多种方法, 并尝试采用心理学仪器(如近红外等)采集客观数据, 对CGM中顾客参与内容创造的个体心理反应、群体创造过程、群体创造方式和环境机制进行深入探索。预期成果将有助于互联网企业建立科学的用户参与网络机制以提高竞争力, 有助于传统企业更有效的利用顾客参与进行营销推广、促进销售并建立持久的顾客关系。