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.     

Predicating from an Early Age: Edusemiotics and the Potential of Children’s Preconceptions

This paper aims to explain how semiotics and constructivism can collaborate in an educational epistemology by developing a joint approach to prescientific conceptions. Empirical data and findings of constructivist research are interpreted in the light of Peirce’s semiotics. Peirce’s semiotics is an anti-psychologistic logic (CP 2.252; CP 4.551; W 8:15; Pietarinen in Signs of logic, Springer, Dordrecht, 2006; Stjernfelt in Diagrammatology. An investigation on the borderlines of phenomenology, ontology and semiotics, Springer, Dordrecht, 2007) and relational logic. Constructivism was traditionally developed within psychology and sociology and, therefore, some incompatibilities can be expected between these two schools. While acknowledging the differences, we explain that constructivism and semiotics share the assumption of realism that knowledge can only be developed upon knowledge and, therefore, an epistemological collaboration is possible. The semiotic analysis performed confirms the constructivist results and provides a further insight into the teacher-student relation. Like the constructivist approach, Peirce’s doctrine of agapism infers that the personal dimension of teaching must not be ignored. Thus, we argue for the importance of genuine sympathy in teaching attitudes. More broadly, the article also contributes to the development of postmodern humanities. At the end of the modern age, the humanities are passing through a critical period of transformation. There is a growing interest in semiotics and semiotic philosophy in many areas of the humanities. Such a case, on which we draw, is the development of a theoretical semiotic approach to education, namely edusemiotics (Stables and Semetsky, Pedagogy and edusemiotics: theoretical challenge/practical opportunities, Sense Publishers, Rotterdam, 2015).     

Within-culture variation in the content of stereotypes: Application and development of the stereotype content model in an Eastern European culture

There is little and unsystematic evidence about whether the content of stereotypes can vary within a culture. Using the Stereotype Content Model (SCM) as a theoretical framework, in two studies we examined the content of stereotypes in an Eastern European culture, namely Romania. Data were collected from four regions prototypical in terms of economic and social development in Romania, and we examined whether the content of stereotypes varies across these regions. As expected, the findings confirm the applicability of the SCM in Romania to reveal culture-specific stereotypes and provide initial support for within-culture variation in the content of stereotypes. We discuss, in particular, possible reasons for two main findings: a strong one-dimensional structure of stereotypes, and regional differences in stereotype content.     

Could positive affect help engineer robot control systems?

Emotions have long been seen as counteracting rational thought, but over the last decades, they have been viewed as adaptive processes to optimize human (but also animal) behaviour. In particular, positive affect appears to be a functional aspect of emotions closely related to that. We argue that positive affect as understood in Kuhl’s PSI model of the human cognitive architecture appears to have an interpretation in state-of-the-art hybrid robot control architectures, which might help tackle some open questions in the field.     

Idioventricular low frequency oscillation in QT interval responds univocally to RR confusing kinds of mental stress.

Seventeen male subjects, aged nineteen to twenty, went through a protocol including, while supine, relaxation at rest (10 min) and mental stress (MS) by a Kraepelin (arithmetic) test (5 min), as part of a larger study. With a polygraphic analog recording set-up we also collected a 1 ms - digital facsimile of a lead II-like thoracic ECG with maximum T-wave (Codas, Dataq Instr). Twenty-three stress responses were assigned to three classes according to known cardiotacho-, plethysmo-, and pneumo-graphic marks of "concentrated attention mainly," "emotion," or still "high emotion." During each setting the most stationary 3 min RR epoch in cardiotachogram was selected for joint RR & QT beat-by-beat variability study. RR and QT intervals were detected using a published algorithm. Conventional RR and QT Fourier autospectra were computed, while using RR*QT mean square coherence spectrum we detached the RR-independent, idioventricular (IV) fraction of QT low frequency (LF: 0.04-0.15 Hz) power of variability (IV QT-LF). IV QT-LF responded consistently to varieties of mental stress that confuse RR-LF or let QT-LF unchanged, best witnessing the cortically-issued ventricular adrenergic strain. Indeed, while emotion propels the same way all spectral variables above, concentrated attention increased (Wilcoxon) significantly IV QT-LF only (0.54-0.80 ms2) and decreased RR-LF (715-463 ms2). Findings hold promise of a non-invasive, high resolution Holter based monitoring of sympathetic status of myocardium, robust vis-à-vis of confusion caused by the autonomic interplay at sino-atrial node.     

Testing for Measurement Invariance with Respect to an Ordinal Variable

Researchers are often interested in testing for measurement invariance with respect to an ordinal auxiliary variable such as age group, income class, or school grade. In a factor-analytic context, these tests are traditionally carried out via a likelihood ratio test statistic comparing a model where parameters differ across groups to a model where parameters are equal across groups. This test neglects the fact that the auxiliary variable is ordinal, and it is also known to be overly sensitive at large sample sizes. In this paper, we propose test statistics that explicitly account for the ordinality of the auxiliary variable, resulting in higher power against “monotonic” violations of measurement invariance and lower power against “non-monotonic” ones. The statistics are derived from a family of tests based on stochastic processes that have recently received attention in the psychometric literature. The statistics are illustrated via an application involving real data, and their performance is studied via simulation.     

Culture and the distinctiveness motive: constructing identity in individualistic and collectivistic contexts

The motive to attain a distinctive identity is sometimes thought to be stronger in, or even specific to, those socialized into individualistic cultures. Using data from 4,751 participants in 21 cultural groups (18 nations and 3 regions), we tested this prediction against our alternative view that culture would moderate the ways in which people achieve feelings of distinctiveness, rather than influence the strength of their motivation to do so. We measured the distinctiveness motive using an indirect technique to avoid cultural response biases. Analyses showed that the distinctiveness motive was not weaker-and, if anything, was stronger-in more collectivistic nations. However, individualism-collectivism was found to moderate the ways in which feelings of distinctiveness were constructed: Distinctiveness was associated more closely with difference and separateness in more individualistic cultures and was associated more closely with social position in more collectivistic cultures. Multilevel analysis confirmed that it is the prevailing beliefs and values in an individual's context, rather than the individual's own beliefs and values, that account for these differences.     

Locality and modular Ehrenfeucht–Fraïssé games

We study ways to simplify Ehrenfeucht–Fraïssé games. In particular, we consider decompositions of a structure and their effect on Ehrenfeucht–Fraïssé games. We investigate notions of locality and we present a generalisation of the theorem of Gaifman to linearly ordered structures.     

Temporal characteristics of the surprise reaction induced by schema-discrepant visual and auditory events

Abstract

Two experiments investigated the effects of a schema-discrepant event on the surprise reaction. Schema-discrepancy concerned a physical feature of irrelevant distractor words that were presented while the subjects performed a choice reaction time task. The stimulus onset asynchrony (SOA) between the distractors and the task-relevant stimuli was manipulated in both experiments. The occurrence of the schema-discrepant event led to subjective feelings of surprise and enhanced recall of the stimulus material. In Experiment 1, the presentation of a schema-discrepant auditory event resulted in a pronounced increase of reaction time (RT) with a 0.2sec SOA but not with a 1.5sec SOA. In Experiment 2, the effects of both fixed and variable SOAs of four different lengths (simultaneous onset, 0.5sec, 1sec, or 2sec SOA) were investigated within a visual task context. The increase of RT was found to be most pronounced with SOAs of 0.5sec and lsec respectively, and more pronounced with variable than with fixed SOAs, especially with a simultaneous onset. These results provide information about the temporal characteristics of the inhibitory component of the surprise reaction, and suggest that the inhibitory effects of surprise depend considerably on the subjects' state of preparation for the experimental task.