Differences in Emotional Labor Across Cultures: A Comparison of Chinese and U.S. Service Workers

Purpose

In the global economy, the need for understanding cross-cultural differences and the customer service-related processes involved in emotional labor is evident. The current study attempts to examine this issue by developing and testing hypotheses pertaining to cross-cultural differences between U.S. and Chinese service workers on the levels of display rule perceptions, emotion regulation, and burnout (i.e., emotional exhaustion, personal accomplishment, and depersonalization) as well as the relationships among these variables.

Design/Methodology/Approach

Data was collected from service workers in the U.S. (n = 280) and China (n = 231). We tested for measurement differences, mean differences, and differences in the relationships among emotional labor variables between the two samples using a variety of analyses.

Findings

It was found that the relatively robust sequence of display rules to surface acting to burnout was observed in a U.S. sample but was not observed in a Chinese sample, with some relationships being significantly weaker in the Chinese sample (e.g., surface acting to burnout dimensions) and others exhibiting relationships with the opposite sign (e.g., display rules were negatively related to surface acting in the Chinese sample).

Implications

The results of this study suggest that many of the relationships among emotional labor variables vary as a function of the cultural context under consideration.

Originality/Value

This is the first study to directly compare emotional labor across samples from Eastern and Western cultures. Additionally, this study begins to answer questions concerning why models of emotional labor generated in a Western culture may not apply in other cultures.     

Children's Coping in the Context of Disasters and Terrorism

Disasters and terrorism present significant and often overwhelming challenges for children and families worldwide. Individual, family, and social factors influence disaster reactions and the diverse ways in which children cope. This article links conceptualizations of stress and coping to empirical knowledge of children's disaster reactions, identifies limitations in our current understanding, and suggests areas for future study of disaster coping. Coping strategies, developmental trajectories influencing coping, and the interplay between parent and child coping represent critical areas for advancing the field and for informing programs and services that benefit children's preparedness and foster resilience in the face of mass trauma.     

Improvement of Thematic Classification in Offender Profiling: Classifying Serbian Homicides Using Multiple Correspondence,Cluster, and Discriminant Function Analyses

This paper investigates thematic classification of homicides for the purpose of behavioural investigative analysis (e.g. offender profiling). Previous research has predominantly used smallest space analysis (SSA) to conceptualise and classify offences into thematic groups based on crime scene behaviour data. This paper introduces a combined approach utilising multiple correspondence analysis (MCA), cluster analysis (CA), and discriminant function analysis (DFA) to define and differentiate crime scenes into expressive or instrumental and impersonal or personal crimes. MCA is used to derive the latent structural dimensions in the crime data and produce quantitative scores for each offence along these dimensions. Two‐step CA was then utilised to classify offences. Offence dimensional scores were then used to predict cluster membership under DFA, producing cluster centroids corresponding to MCA dimensions. Centroids were plotted on the MCA correspondence map to simultaneously conceptualise crime classification and the latent structure of the Serbian crime data. Classification of offences based on MCA dimensional scores were 91.5% accurate. This MCA–CA–DFA approach may reduce some of the more subjective aspects of SSA methodology used in classification, whilst producing a product more amenable to objective and cumulative review. Implications for offender profiling research utilising SSA and this approach are discussed. Copyright © 2014 John Wiley & Sons, Ltd.     

The influence of retailer size on consumer responses to social responsibility initiatives

The current research demonstrates that retailer size moderates the positive effect of corporate social responsibility (CSR) initiatives on consumer outcomes such as increased purchase intentions and perceptions of CSR. Retailer size is introduced as a factor that leads consumers to respond more positively to small retailers' CSR activities, relative to CSR from large retailers. We also provide support for the ability of consistency/commitment to CSR to serve as a means by which larger retailers can counter their size liability. We replicate and generalize these results across multiple CSR forms. Implications for retail management and future research are discussed.     

The Development,Pilot, and Process Evaluation of a Parent Mental Health Literacy Intervention Through Community Sports Clubs

The mental health literacy of parents may be critical in facilitating positive child and adolescent mental health outcomes. The purpose of this study was to develop, pilot, and evaluate a targeted parent mental health literacy intervention through community sports clubs. Sixty six parents (M_age?=?44.86?±?5.2 years) participated in either a brief mental health literacy intervention workshop delivered through community sporting clubs (n?=?42) or a community-matched control group (n?=?24). Participants’ mental health literacy was assessed at baseline, post-intervention and at 1 month follow-up. A mixed methods process evaluation was conducted with intervention participants to determine the acceptability and feasibility of the intervention. Participants in the experimental group showed greater increases in depression literacy, anxiety literacy, knowledge of help seeking options and confidence to assist an adolescent experiencing a mental health disorder, compared to those in the control group. Post-intervention changes in the experimental group were maintained at 1 month follow-up. A mixed methods process evaluation revealed that parents found the intervention content engaging, relevant to their needs, and practically useful in terms of actively supporting adolescent mental health. Findings provide evidence that a brief, targeted intervention through community sports clubs might be a particularly useful method of improving parental mental health literacy and facilitating positive youth mental health outcomes.     

Perceived Perfectionism from God Scale: Development and Initial Evidence

In this study, the Perceived Perfectionism from God Scale (PPGS) was developed with Latter-day Saints (Mormons) across two samples. Sample 1 (N = 421) was used for EFA to select items for the Perceived Standards from God (5 items) and the Perceived Discrepancy from God (5 items) subscales. Sample 2 (N = 420) was used for CFA and cross-validated the 2-factor oblique model as well as a bifactor model. Perceived Standards from God scores had Cronbach alphas ranging from .73 to .78, and Perceived Discrepancy from God scores had Cronbach alphas ranging from .82 to .84. Standards from God scores were positively correlated with positive affect, whereas Discrepancy from God scores was positively correlated with negative affect, shame and guilt. Moreover, these two PPGS subscale scores added significant incremental variances in predicting associated variables over and above corresponding personal perfectionism scores.     

A Logical Analysis of Monty Hall and Sleeping Beauty

Hintikka and Sandu’s independence-friendly (IF) logic is a conservative extension of first-order logic that allows one to consider semantic games with imperfect information. In the present article, we first show how several variants of the Monty Hall problem can be modeled as semantic games for IF sentences. In the process, we extend IF logic to include semantic games with chance moves and dub this extension stochastic IF logic. Finally, we use stochastic IF logic to analyze the Sleeping Beauty problem, leading to the conclusion that the thirders are correct while identifying the main error in the halfers’ argument.     

Neurocognitive predictors of performance‐based functional capacity in bipolar disorder

Neurocognitive impairment can predict functional capacity in individuals with bipolar disorder, though little research has examined whether different neurocognitive domains impact specific types of tasks. This study examined the relationship between several neurocognitive variables and the UCSD Performance‐Based Skills Assessment (UPSA; Patterson et al., 2011) to identify the domains and tests that best predict the performance across the subscales. Forty‐seven euthymic participants who were diagnosed with either Bipolar I or Bipolar II were recruited and assessed on a battery of neuropsychological measures and the UPSA. Correlational and regression analyses were run to identify neurocognitive predictors of UPSA subscales. Per the literature, verbal learning and memory and executive function composites were first examined. Verbal learning and memory predicted the Communication subscale and Total score variables above and beyond the estimated FSIQ and symptom rating scales. In a secondary exploratory analysis, the Benton Judgment of Line Orientation subtest predicted the Finance subscale while the California Verbal Learning Test predicted the UPSA total score. Verbal learning and memory emerged as the strongest predictor of functional capacity, suggesting that this domain should be investigated in future mediational and longitudinal studies with the UPSA.     

Deciding Between Work and Family: An Episodic Approach

This study examined work–family conflict decision‐making based on a within–person, episodic approach. Based on 274 episodes across 78 individuals, we investigated the frequency of decisions that result in work interference with family (WIF) versus family interference with work (FIW), as well as the relation of work and family situational variables and previous work–family conflict (WFC) episodes on those decisions. No difference in the frequency with which participants reported WIF episodes versus FIW episodes was observed. Results indicated that work/family role sender pressure, work/family instrumental support, work/family activity importance, work emotional support, and the direction of the previous WFC decision each predicted WFC decisions. Dominance analysis indicated that role sender pressure was the most important predictor. In addition, we compare and discuss within‐person variation with between‐person variation. Contributions of the study to work–family research and practice are discussed.     

Executive Attention: An Alternative Perspective on General Mental Ability,Performance, and Subgroup Differences

The validity‐adverse impact tradeoff associated with the relationships among general mental ability (GMA), ethnicity, and employee performance represents one of the most pressing concerns in organizational staffing. We conducted 4 studies with 273 bank employees and 197 university students designed to assess the extent to which executive attention (EA) and GMA predict simulation performance and supervisory ratings of performance. We also assess the extent to which measures of EA and GMA are associated with subgroup differences. Results indicate that, like GMA, EA positively predicts managerial simulation and supervisory ratings of performance. In addition, although reaching statistical significance in only 1 of our 4 studies, EA was generally associated with smaller subgroup differences than GMA, and meta‐analysis across our samples supports this reduced subgroup difference. Moreover, advantages of EA tend to increase as studies move from the laboratory with undergraduate students to a concurrent validation organizational setting with employees. We discuss implications for a theory‐based view of cognitive ability in employee selection and implications for managerial practice.