Transformational leadership and customer service: A moderated mediation model of negative affectivity and emotion regulation

Integrating theories from leadership, emotion management, affectivity, and customer service, this study examines how transformational leadership leads to favourable customer intentions via the mediation of service employees' emotion regulation, job satisfaction, and their service performance and via the moderation of employee negative affectivity. Results obtained from data of 204 matched sets of managers, service employees, and customers show that the effect of transformational leadership on amplification of pleasant emotions was conditioned on service employees' negative affectivity. Employee service performance partially mediated the effect of job satisfaction on customer outcomes. Finally, overall results reveal that transformational leadership and amplification of pleasant emotions were more strongly related to the customer outcomes, as mediated through the intervening variables in the model, when negative affectivity was high than when negative affectivity was low. Results have implications for how service workers with negative affectivity can manage their emotions to achieve effective service outcomes through interactions with a leader, how the effect of transformational leadership can be bounded, and how transformational leadership and emotion regulation are relevant to customer service.     

Assessing potential effects of daily cross-domain usage of information and communication technologies

ABSTRACT

A within-person diary research design with 39 full-time workers was used to examine the effects of daily cross-domain usage of information and communication technologies (ICTs) on job-related performance and stress in both workplace and home domains. Segmentation preference effects on links between cross-domain ICT usage and both job performance and job stress were also analyzed. A positive association was found for the first relationship in mixed home-workplace contexts, and a negative association for the second in home contexts only. A stronger segmentation preference effect on the negative relationship between cross-domain ICT usage and job stress was found for integrators (employees who integrate work and home domains) compared to separators (employees who separate work/non-work activities). Our findings suggest that daily cross-domain ICT usage can enhance job performance and reduce job stress, with a moderating effect of segmentation preference on the link between cross-domain ICT usage and job stress.     

COVID in NYC: What We Could Do Better

Abstract

New York City hospitals expanded resources to an unprecedented extent in response to the COVID pandemic. Thousands of beds, ICU beds, staff members, and ventilators were rapidly incorporated into hospital systems. Nonetheless, this historic public health disaster still created scarcities and the need for formal crisis standards of care. These were not available to NY clinicians because of the state’s failure to implement, with or without revision, long-standing guidance documents intended for just such a pandemic. The authors argue that public health plans for disasters should be well-funded and based on available research and expertise. Communities should insist that political representatives demonstrate responsible leadership by implementing and updating as needed, crisis standards of care. Finally, surge requirements should address the needs of both those expected to survive and those who will not, by expanding palliative care and other resources for the dying.