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.     

Feature Centrality and Conceptual Coherence

Conceptual features differ in how mentally tranformable they are. A robin that does not eat is harder to imagine than a robin that does not chirp. We argue that features are immutable to the extent that they are central in a network of dependency relations. The immutability of a feature reflects how much the internal structure of a concept depends on that feature; i.e., how much the feature contributes to the concept's coherence. Complementarily, mutability reflects the aspects in which a concept is flexible. We show that features can be reliably ordered according to their mutability using tasks that require people to conceive of objects missing a feature, and that mutability (conceptual centrality) can be distinguished from category centrality and from diagnosticity and salience. We test a model of mutability based on asymmetric, unlabeled, pairwise dependency relations. With no free parameters, the model provides reasonable fits to data. Qualitative tests of the model show that mutability judgments are unaffected by the type of dependency relation and that dependency structure influences judgments of variability.     

Trait anxiety, defensiveness and selective processing of threat: an investigation using two measures of attentional bias

Attentional biases for threat were examined in a non-clinical sample (N=60), with each participant tested on both the modified Stroop colour-naming and dot probe tasks. Three groups were selected on the basis of trait anxiety and social desirability scale (SDS) scores: “low anxiety” (LA: low trait, low SDS), “repressor” (REP: low trait, high SDS) and “high anxiety” (HA: high trait, low SDS). Results from the colour-naming task suggested that high levels of defensiveness (in combination with low trait anxiety) were associated with greater avoidance of threat. The REP group showed less interference in colour-naming threat than neutral words; whereas the HA group showed increased interference due to threat words. On the dot probe task, there was a general tendency for this non-clinical sample as a whole to show avoidance of social threat relative to neutral words, but there was no bias for physical threat words. Avoidance of social threat was significant only within the REP group. No relationships were found between the measures of cognitive bias from the two tasks, suggesting different underlying mechanisms. Results are discussed in relation to previous findings and theoretical views of the effects of anxiety and defensiveness on the processing of threat.     

Traditional and Rank-Based Tests for Ordered Alternatives in a Cluster Correlated Model

Psychometrika - Methods for the analysis of one-factor randomized groups designs with ordered treatments are well established, but they do not apply in the case of more complex experiments. This...     

Thirdhand smoke beliefs and behaviors among healthcare professionals

Thirdhand smoke (THS) refers to tobacco smoke contaminants and by-products that remain in the environment after a cigarette is extinguished. The purpose of this study was to assess beliefs and behaviors regarding THS among healthcare professionals, and to examine associations among smoking attitudes/beliefs, provider demographics, and THS beliefs and behaviors. Healthcare professionals (N = 204) at a comprehensive cancer center and affiliated general hospital in a northeastern urban area completed online questionnaires. About one third of the respondents had heard of THS before completing the survey, and more than two thirds of the sample believed that THS issues do not receive enough attention. Being female, likelihood of discussing THS with others, endorsing the belief that smoking affects the quality of parenting, and support for government action towards smoking bans were significantly associated with providers’ belief that THS is harmful. Endorsing the belief that smoking affects the quality of parenting and belief that THS is harmful were significantly associated with the likelihood of discussing THS with others. Findings shed light on THS beliefs and behaviors of healthcare providers (a group of individuals that could be trained to educate and advise patients about THS) and inform recommendations for new tobacco policies and clinical guidelines for best practices in tobacco control and prevention.     

Modeling Attitudes Toward Science: Development and Validation of the Credibility of Science Scale

We present the Credibility of Science Scale (CoSS), an efficient 6-item scale demonstrating excellent reliability and validity. CoSS scores exhibit criterion validity in predicting beliefs across a host of contemporary science topics, over and above previously documented predictors (Study 2). Further, we present evidence for the convergent and discriminant validity of the instrument, which correlates as expected with several variables previously implicated in scientific belief (e.g., political ideology, religious identity, conspiracist thinking; Study 2) and also with measures of cognitive ability (Study 3). Finally, we discuss possible uses of the CoSS as a tool for understanding science-related beliefs, behavior, and communication.