When customers lash out: the effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions

Using affective events theory to integrate multifoci justice and emotional labor (EL), this lab study examined the effects of customer interactional justice on EL perceived by both the self and others. Participants played the role of customer-service representatives in a workplace simulation and were exposed to either interactionally fair or unfair customers. Results showed that unfairly treated participants engaged in higher levels of EL and found it more difficult to comply with display rules than did participants who were fairly treated. The above link was partially mediated by anger. Our findings suggest that customers are a viable source of justice, and customer behavior impacts the effort required of service workers to adhere to organizationally sanctioned emotional display rules.     

The effects of providing access to stimuli following choice making during vocal preference assessments

Two variations of a vocal paired-stimulus preference assessment were evaluated to determine whether the verbal reports of preference, given by individuals with developmental disabilities when no access to the activity was given, matched their verbal reports when access to the activity was given contingent on their choice. The results indicated different outcomes between the two methods for 6 of the 7 participants. Subsequent reinforcer assessments, conducted for 2 participants, showed that activities identified in the preference assessments that provided access contingent on selection resulted in more responding than did activities identified in the preference assessment that did not include access to items following their selection.     

Children's suggestibility for an instance of a repeated event versus a unique event: the effect of degree of association between variable details

Are children who experience an event repeatedly more suggestible about an instance of the event than children who experience it once? Researchers have answered this question both in the affirmative and in the negative. In this study, we hypothesized that the degree of association between details that changed across instantiations of the event would help to explain the discrepancy. Preschoolers (4- and 5-year-olds) and first graders (6- and 7-year-olds) participated in either a single play session or four repeated play sessions, each of which contained 16 critical details. Across play sessions in the repeat-event condition, half of the critical details were associated and half were not associated. During a biasing interview 2 weeks later, children were misinformed about half of the critical details. The next day, children answered free and cued recall questions about the target play session. Among older children, repeat-event participants were more suggestible than single-event participants, especially for high-association details. Among younger children, repeat-event participants were more suggestible than single-event participants for low-association details. Consistent with some current theories of children's memory, older children were more suggestible than younger children.     

Mapping the developmental constraints on working memory span performance

This study investigated the constraints underlying developmental improvements in complex working memory span performance among 120 children of between 6 and 10 years of age. Independent measures of processing efficiency, storage capacity, rehearsal speed, and basic speed of processing were assessed to determine their contribution to age-related variance in complex span. Results showed that developmental improvements in complex span were driven by 2 age-related but separable factors: 1 associated with general speed of processing and 1 associated with storage ability. In addition, there was an age-related contribution shared between working memory, processing speed, and storage ability that was important for higher level cognition. These results pose a challenge for models of complex span performance that emphasize the importance of processing speed alone.     

Time to get a new mountain? The role of function in children's conceptions of natural kinds

Prior research indicates that young children are promiscuously teleological, attributing purpose not only to artifacts, but also to living and non-living natural entities. This study further examines the role of function in children's reasoning about different object kinds by indirectly probing children's intuitions about what types of entities can be rendered functionless. Specifically, children were asked to decide whether entities that could no longer perform certain activities should be fixed/replaced (e.g. "Do you need to get a new one?"). Results reveal that young children broadly view both artificial and natural kinds that can no longer perform certain activities as needing to be fixed or replaced. These findings suggest that the teleo-functional bias not only influences children's explanatory preferences but also their category judgments.     

Perceptions of conflict and support in romantic relationships: the role of attachment anxiety

Guided by attachment theory, a 2-part study was conducted to test how perceptions of relationship-based conflict and support are associated with relationship satisfaction/closeness and future quality. Dating partners completed diaries for 14 days (Part 1) and then were videotaped while discussing a major problem that occurred during the diary study (Part 2). Part 1 reveals that more anxiously attached individuals perceived more conflict with their dating partners and reported a tendency for conflicts to escalate in severity. Perceptions of daily relationship-based conflicts negatively impacted the perceived satisfaction/closeness and relationship futures of highly anxious individuals, whereas perceptions of greater daily support had positive effects. Part 2 reveals that highly anxious individuals appeared more distressed and escalated the severity of conflicts (rated by observers) and reported feeling more distressed. The authors discuss the unique features of attachment anxiety and how changing perceptions of relationship satisfaction/closeness and stability could erode commitment over time.     

AIDS and Its Treatments: Two Doctors' Narratives of Healing, Desire, and Belonging

In this essay, I analyze two memoirs--Rafael Campo's The Poetry of Healing: A Doctor's Education in Empathy, Identity, and Desire and Abraham Verghese's My Own Country: A Doctor's Story of a Town and Its People in the Age of AIDS--which describe the effects of treating HIV/AIDS on each doctor's identity, on his desire for community and belonging, and on his identification and/or disidentification with the medical profession in the United States. My readings of Campo and Verghese revolve around three key terms provided by Campo's subtitle: identity, empathy, and desire. I shift the order of these terms in Campo's subtitle because I want to read identity, empathy, and desire in Campo and Verghese through and along with the theoretical "pragmatics" of Gilles Deleuze and Felix Guattari.     

Neighborhood Violence and Psychosocial Adjustment in Low-Income Urban African American Children: Physical Symptoms as a Marker of Child Adjustment

We examined the association between neighborhood violence and three domains of psychosocial adjustment in low-income, urban African American children: internalizing, externalizing, and physical symptoms. Based on anecdotal and empirical evidence, it was hypothesized that, relative to internalizing and externalizing problems, a stronger association would emerge between physical symptoms and neighborhood violence. Mother-reported neighborhood violence was associated with child-reported physical symptoms, but not internalizing or externalizing symptoms. Child-reported neighborhood violence was associated with child-reported internalizing, externalizing, and physical symptoms; however, neighborhood violence accounted for a greater percentage of variance in physical symptoms than the other two symptom domains. Our findings were not moderated by the age or gender of the child. We discuss the importance of physical symptoms as a marker of child adjustment in low-income, urban, African American children, as well directions for future research.     

Adolescent alcohol use and suicide indicators among adolescents in Hawaii

Research on suicide has focused on gender, age, ethnicity, and psychiatric profiles. However, few studies have examined alcohol use and its relationship to suicide among Native Hawaiians and other Asian American/Pacific Islanders. This study analyzes data from the 1997 and 1999 Hawaii Youth Risk Behavior Survey to examine whether alcohol problems increase the risk for suicide indicators (as evidenced by responses to questions asking whether an individual has considered, planned, attempted, or required treatment for a suicide attempt). Drinking pattern was the best predictor for all suicide indicators. School and community-based programs can help to increase an adolescent's knowledge about the consequences of alcohol use and prevention of suicide.     

Ethnicity and adolescent substance use

This study focuses on diverse ethnic differences among adolescent substance use, utilizing selected items from the Substance Abuse Subtle Screening Inventory-Adolescent version (SASSI-A). Data were gathered from a large-scale, cross-sequential study of adolescents during the 1993-1996 school years. Exploratory analyses were conducted for 3,711 students on the basis of their responses to a self-administered survey. Results indicated significant ethnic and gender differences for specific SASSI-A items and factor scores, with Hawaiian, "Other," and Caucasian students reporting higher scores than Japanese students and greater scores for female than male students. These findings suggest the need to develop culturally sensitive substance use prevention and treatment strategies that should also take gender differences into consideration for adolescents in Hawai'i.