Working conditions,well-being,and job-related attitudes among call centre agents

A comparison of 234 call centre agents with 572 workers in traditional jobs with long lasting training revealed lower job control and task complexity/variety and higher uncertainty among call agents. However, time pressure, concentration demands, and work interruptions were lower in call agents. Within the call agent sample, controlling for negative affectivity and other working conditions, job control predicted intention to quit, and job complexity/variety predicted job satisfaction and affective commitment. Social stressors and task-related stressors predicted uniquely indicators of well-being and job-related attitudes. Furthermore, data confirm the role of emotional dissonance as a stressor in its own right, as it explained variance in irritated reactions and psychosomatic complaints beyond other working conditions. Results indicate that strong division of labour may be a rather general phenomenon in call centres. Therefore, working conditions of call agents require a redesign by means of job enrichment or—better—organization development. Moreover, measures of social stressors and emotional dissonance should be integrated routinely into stress-related job analyses in service jobs.     

The Third-Person Effects of Political Attack Ads in the 2004 U.S. Presidential Election

This study examines the indirect effects of extensive negative political attack ads in the 2004 presidential election from a third-person effects perspective. Results of a survey using a probability sample of 496 college students indicate that these students believe attack ads harm others more than themselves. Moreover, the respondents tended to perceive attack ads in traditional media to have a greater harmful effect on self and others than attack ads on the Internet. Contingent factors that account for the magnitude of third-person effects include social distance and knowledge. Further, exposure to attack ads was found to be the strongest predictor of perceived harms of such ads on self and others, but only perceived harm on others is a significant predictor of support for restrictions on attack ads. The study contributes to research on the third-person effect by testing perceived harms of attack ads on self and others separately on likelihood to support restrictions.     

Visuo-spatial path learning,stress, and cortisol secretion following military cadets’ first parachute jump: the effect of increasing task complexity

The present field experiment examined how multi-trial visuo-spatial learning and memory performance are impacted by excessive arousal, instigated by a potentially life-threatening event (i.e., a first parachute jump). Throughout a parachute training activity, subjective and neuroendocrine (i.e., cortisol) stress levels were assessed of 61 male military cadets who were randomly assigned to a control (n = 30) or a jump stress condition (n = 31). Post-stress learning and memory capacity was assessed with a 10-trial path-learning task that permitted emergence of learning curves. Pre-activity cortisol concentrations indicated a significant neuroendocrine anticipatory stress response in the stress group. Following parachuting, subjective stress levels and salivary cortisol reactivity differed significantly between groups. Visuo-spatial path-learning performance was impaired significantly after jump stress exposure, relative to the control group. Moreover, examination of the learning curves showed similar learning and memory performance at onset of the trials, with curves bifurcating as the task became more complex. These findings are in accordance with leading theories that acknowledge a moderating effect of task complexity. In sum, the present study extends knowledge concerning anticipatory stress effects, endogenously instigated cortisol reactivity, and the influence of extreme arousal on visuo-spatial path learning.     

Aggressor's response to the victim's facial expression of emotion

Male college students (N = 96) were met by an experimental confederate who either agreed or disagreed with their opinion. The subjects were then given an opportunity to deliver electric shock to the confederate (victim), who responded to the shock with a facial expression of anger, fear, joy, or neutrality. The opinion condition had no effect, but the victim's facial expressions were clearly perceived by the subjects and two of them significantly influenced the amount of shock delivered to the victim by the subjects. The expression of enjoyment (smile) increased aggression while that of anger decreased aggression. The effects of the fear and neutral expressions did not differ from each other, and neither had a consistent significant effect on the amount of shock administered by the subjects.     

Memory for symmetry and perceptual binding in patients with schizophrenia

The present study investigated the use of perceptual binding processes in schizophrenic (SC) patients and matched healthy controls, by examining their performance on the recall of symmetrical (vertical, horizontal and diagonal) and asymmetrical patterns varying in length between 2 and 9 items. The results showed that, although SC patients were less accurate than controls in all conditions, both groups recalled symmetrical patterns better than asymmetrical ones. The impairment of SC patients was magnified with supra-span symmetrical arrays, and they were more likely to reproduce symmetrical patterns as asymmetrical, particularly at medium and high length levels. Hierarchical regression analyses further indicated that the between-group differences in the recall of supra-span vertical and horizontal arrays, which require a greater involvement of visual pattern processes, remained significant after removing the variance associated with performance on asymmetrical patterns, which primarily reflects intrafigural spatial processes. It is proposed that schizophrenia may be associated with a specific deficit in the formation and retrieval of the global visual images of studied patterns and in the use of the on-line information about the type of symmetry being tested to guide retrieval processes.     

The Moderating Effects of Gratitude on the Association Between Perceived Parenting Styles and Suicidal Ideation

Suicidal ideation is defined as the thoughts about engaging in suicidal-related behaviors. Very few studies have been conducted on children’s suicidal ideation as there is a biased perception that suicidal behavior under the age of 12 is scarce. However, suicide is the leading cause of death among young children. Child suicidal ideation is predictive of suicidal ideation and suicide attempts in adulthood. Association between certain parenting styles and suicidal ideation have been found in empirical studies. However, little is known about the role of parenting and suicidal ideation in Chinese young children. We examined whether gratitude can reduce the risk of suicide by moderating the association between parenting styles and child suicidal ideation. We recruited 447 Chinese children (53.3% female; mean age?=?10.06, SD?=?1.76) to participate in a survey. Perceived parenting style (warmth/accepting, dominating, and autonomy granting), gratitude, and suicidal ideation were assessed using self-reported measures. We found that all three perceived parental styles were significantly associated with child suicidal ideation. Further, gratitude was found to have a significant moderating effect on suicidal ideation, across the analysis of the three perceived parenting styles. This suggests that gratitude may be adopted in preventive and clinical interventions so that children at risk can benefit from reducing the negative effects of ineffective parenting styles and suicidal ideation.     

Physical interpersonal relationships and social anxiety among online game players.

Many online game players spend inordinate amounts of time in their favorite virtual worlds. A large percentage of these players are teenagers who show behaviors normally associated with physical addiction. Parents, educators, and social scientists are therefore saying that online games are sources of social problems. The authors surveyed 174 Taiwanese college-age online players to collect data on the potential effects of online games on the quality of interpersonal relationships and levels of social anxiety. According to the results, the quality of interpersonal relationships decreased and the amount of social anxiety increased as the amount of time spent playing online games increased.     

Le rôle du contexte d’expression et du statut social des intervenants de santé dans la production d’un discours normatif : le cas de la relation des jeunes à l’alcool

The objective of this research is to show that, under usual conditions of interaction between an agent of health and of its public intervention, the individuals produce a “pro-health” speech which can lead astray this agent, concerning the representation which they have of alcohol. Students, producing verbal associations about this object, were confronted either with an agent of health or with a student, and were speaking either for themselves or as the students would do in general. The results show that the individuals, placed in front of an agent of health and directly implied in the beliefs that they express, tend to adopt the speech wished by this agent. However, this manifest adhesion only appears to be circumstantial, insofar as the speech of the individuals is different when they are expressed vis-a-vis a member of its group and in the name of this one. The implications of these results with regard to the interventions of prevention are discussed.