Customer Reactions to Staff Empowerment: Mediators and Moderators

For over a decade, the empowerment of service staff has been touted as an effective means of improving worker satisfaction and performance. The 2 studies described in this paper assess likely customer reactions to staff empowerment. In Study I, conditions of full empowerment produced higher customer satisfaction ratings than did either limited or no empowerment, with evidence that the link between empowerment and satisfaction is mediated primarily by perceptions of procedural fairness. In Study 2, full empowerment was again associated with high satisfaction and with positive appraisals of the empowered staff member, although these effects were moderated by the employee's communication style.     

Reducing ethnic prejudice by public campaigns: an evaluation of a present and a new campaign

Most Western governments consider it their responsibility to counteract ethnic prejudice and discrimination, and they sometimes instigate persuasive communication programmes to achieve this aim. Generally, these campaigns do not have the desired effects possibly because designers of such persuasive communication programs have ignored relevant social‐psychological theoretical insights concerning prejudice. In this experiment, a present campaign (launched by the British Commission for Racial Equality) and a new campaign (developed by us) were evaluated. We hypothesized that our campaign would lead to lower levels of prejudice than the present campaign, because when designing our campaign relevant theoretical insights were more sufficiently taken into account. White participants (n=190) were randomly assigned to one of two experimental conditions or to the control condition. Those in the experimental conditions were exposed to either the present campaign or the new campaign before completing a questionnaire about ethnic minorities. Participants in the control condition were not exposed to a campaign. Results supported the hypothesis and some implications for designing campaigns are discussed. Copyright © 1999 John Wiley & Sons, Ltd.     

Eating together apart: patterns of segregation in a multi‐ethnic cafeteria

Research on segregation has tended to focus on relations located at a macro‐spatial level of analysis and unfolding in contexts where boundaries to interaction are formally established. This research, by contrast, investigated segregation as a micro‐ecological process by observing patterns of seating in a multi‐ethnic cafeteria. A total of 3114 seating positions were coded over a 2‐week period and the resulting data were analysed using both adapted segregation indices (P and D) and loglinear and logistic regression techniques. The results suggested that ethnic segregation existed both at the level of interactional groups and in the form of broader patterns of racial clustering and dispersal in the cafeteria. Moreover, the magnitude of segregation was predicted by the gender composition of seating groups and by variations in the density of the cafeteria's population over time. Some implications of these results for social psychological research on contact and desegregation are considered. Copyright © 2004 John Wiley & Sons, Ltd.     

Voice versus loyalty: Self-construals and responses to dissatisfaction in romantic relationships

Two studies examined the relationship between self-construals and active versus passive strategies for dealing with dissatisfaction in romantic relationships. In Study 1, chronic differences in self-construals were measured and in Study 2, self-construals were manipulated via a priming technique. In both studies, an independent self-construal was related to the active, constructive response of voice (expressing one’s dissatisfaction with the intent of improving the relationship). In contrast, an interdependent self-construal was related to the passive, constructive response of loyalty (optimistically waiting for conditions to improve). Implications of self-construals for the dynamics of close relationships are discussed.     

The role of testosterone in social interaction

Although animal researchers established the role of testosterone as a 'social hormone' decades ago, the investigation of its causal influence on human social behaviors has only recently begun. Here, we review and discuss recent studies showing the causal effects of testosterone on social interactions in animals and humans, and outline the basic neurobiological mechanisms that might underlie these effects. Based on these recent findings, we argue that the role of testosterone in human social behavior might be best understood in terms of the search for, and maintenance of, social status.     

Challenging the Stubborn Core of Opposition to Equality: Racial Contact and Policy Attitudes

A Random Digit Dialing survey (n = 794) examined the interracial contact experiences and racial attitudes of White South Africans. The survey measured racial attitudes not only in terms of individuals' prejudice, but also in terms of their perceptions of group threat, perceived injustice, and support for various government policies designed to rectify the legacy of apartheid. The results indicated that the frequency and quality of interracial contact predicted Whites' support for both race compensatory and race preferential policies of redress, and these effects were partly mediated by perceived threat, sense of fairness, and racial prejudice. The research points to a potential rapprochement between the social psychological theories of intergroup contact and group positioning theories derived from the work of Blumer. It also highlights the value of adopting a more expansive and politically nuanced conception of the “consequences” of contact and desegregation.     

When apologies work: How matching apology components to victims’ self-construals facilitates forgiveness

Apologies are useful social tools that can act as catalysts in the resolution of conflict and inspire forgiveness. Yet as numerous real-world blunders attest, apologies are not always effective. Whereas many lead to forgiveness and reconciliation, others simply fall on deaf ears. Despite the fact that apologies differ in their effectiveness, most research has focused on apologies as dichotomous phenomena wherein a victim either (a) receives an apology or (b) does not. Psychological research has yet to elucidate which components of apologies are most effective, and for whom. The present research begins to address this gap by testing the theory that perpetrators’ apologies are most likely to inspire victim forgiveness when their components align with victims’ self-construals. Regression and hierarchical linear modeling analyses from two studies support the primary hypotheses. As predicted, victims reacted most positively to apologies that were congruent with their self-construals.     

Social neuroeconomics: the neural circuitry of social preferences

Combining the methods of neuroscience and economics generates powerful tools for studying the brain processes behind human social interaction. We argue that hedonic interpretations of theories of social preferences provide a useful framework that generates interesting predictions and helps interpret brain activations involved in altruistic, fair and trusting behaviors. These behaviors are consistently associated with activation in reward-related brain areas, such as the striatum, and with prefrontal activity implicated in cognitive control, the processing of emotions, and integration of benefits and costs, consistent with resolution of a conflict between self-interest and other-regarding motives.