Effects of Employee Sickness Presence on Customer Repurchase and Recommendation Intentions: The Role of Customer Affective Reactions

Sickness presence can have important individual and organizational consequences, such as health deterioration or productivity loss. Additional risks, such as negative customer reactions, may be particularly relevant in the service sector. Based on affective events theory and appraisal theories, we hypothesize that employee sickness presence negatively impacts customer repurchase and recommendation intentions. Furthermore, we explore potential affective mechanisms of these effects, including disease avoidance, personal anger, moral outrage, post-consumption guilt, and customer compassion for the employee. We conducted four studies, including three experimental vignette methodology studies (Ns?=?227, 72, and 763) and a qualitative study (N?=?54). In Study 1, employee sickness presence had negative effects on repurchase and recommendation intentions. Results of Study 2 show that customers experienced disgust, fear, anger, guilt, compassion, and indifference in response to sickness presence. In Study 3, anger explained the negative effects of employee sickness presence on repurchase and recommendation intentions, while appraisals of moral fairness were negatively related to both customer intentions. Finally, in Study 4, disgust and anger explained negative effects, while fear, guilt, and compassion explained positive effects of employee sickness presence on customer intentions. Appraisals of goal incongruence, reduced agency of the customer, and uncertainty were negatively related to customer intentions. The physical absence of the customer in the service encounter (phone call) mitigated the experience of disgust, fear, and anger, whereas it exacerbated feelings of compassion for the ill employee.

     

Identifying With Winners: A Reexamination of Sport Fans’ Tendency to BIRG1

This investigation examined whether or not sport fans are more likely to identify with successful teams than unsuccessful teams. College students (N= 78) were asked to list the sport teams with which they identified in order of personal preference. Using numerous criteria and the teams’ performances during their previous season, participant‐listed teams were deemed as being successful or unsuccessful. The results showed that fans were more likely to identify with successful teams than unsuccessful teams. A positive relationship also was found between fan preference (favorite team) and the success of the team. Fans’ tendencies to bask in reflected glory (BIRG) suggest that these sport fan identities may be premeditated for self‐presentational benefits. These results are discussed in the context of social identity theory.     

Social skill in self-assertive strategies of toddlers with depressed and nondepressed mothers

The authors examined the effects of maternal depression on the skillfulness of toddlers' self-assertive strategies in interactions with their mother and with a female examiner. The participants were 110 mothers and their 26-month-old toddlers. Of these mothers, 57 had experienced an episode of clinical depression sometime since their child's birth, and 53 had had no history of depression. Toddlers exposed to maternal depression demonstrated significantly less social skill in their self-assertive strategies and more defiance when interacting with their mothers than did toddlers who were never exposed to maternal depression. The chronicity and severity of toddlers' exposure to maternal depression did not account for more pronounced differences in toddlers' skill in self-assertion toward mothers; however, toddlers exposed to more chronic courses of depression demonstrated less skill in their self-assertion toward the examiner. Toddlers who were exposed to maternal depression with a comorbid anxiety disorder did not exhibit less skill in their self-assertion toward mothers than did toddlers in either the depression-only or nondepressed groups. These findings suggest that exposure to maternal depression may interfere with toddlers' development of socially competent self-assertion strategies and may pose risks for future problems in the mother-toddler relationship.     

Opinion formation in evaluating sanity at the time of the offense: an examination of 5175 pre-trial evaluations

Sanity evaluations are high-stake undertakings that explicitly examine the defendant's culpability for a crime and implicitly explore clinical information that might inform a plea agreement. Despite the gravity of such evaluations, relatively little research has investigated the process by which evaluators form their psycholegal opinions. In the current study, we explore this process by examining 5175 sanity evaluations conducted by a cohort of forensic evaluators in Virginia over a ten-year period. Our analyses focus on (i) the clinical, criminal, and demographic attributes of the defendant correlated with opinions indicative of insanity; (ii) the clinical content of the evaluations and the legal criteria referenced as the basis for the psycholegal opinion; (iii) the process and outcome differences in the sanity evaluations conducted by psychologists versus psychiatrists; and (iv) the consistency in these opinions over a ten year period. Analyses predicting an opinion of insanity indicate a positive relationship with psychotic, organic, and affective diagnoses and previous psychiatric treatment. Analyses also indicate a negative relationship with prior criminal history, drug charges, personality disorder diagnosis, and intoxication at the time of the offense. Modest racial disparities were observed with evaluators offering opinions that the defendant was insane more often for white than for minority defendants despite comparable psychiatric and criminal characteristics.     

Intraday feeding patterns in infant rhesus monkeys and the effects of missing a meal

During the first month of life, infant rhesus monkeys (N = 96) were fed 7 times a day for the first 21 days and were fed 6 times a day thereafter. Fifty monkeys were fed SMA, a formula designed for human infants (9% protein, 43% carbohydrate, and 48% fat); 46 were fed one of three laboratory-confected diets varying in the amount of protein and carbohydrates provided. Although the diets had differential effects on weight gain, overall daily consumption was practically unaffected. A characteristic pattern was evident soon after birth: The first meal of the day (8:00 AM) was one of the largest, and the following two meals were usually the smallest; the next peak spanned the 4:00 PM and 8:00 PM feedings. The meal following a missed meal was slightly larger than normal. To some extent, the large meal at 8:00 AM can be attributed to the 10-hr absence of food during the night, but the peak at 4:00 PM and 8:00 PM cannot be so accounted for. The adult bicuspid pattern of eating hence appears to develop very early in life.     

Perturbations of human posture: influence of impulse modality on EMG responses and cerebral evoked potentials

Leg muscle EMG responses and cerebral evoked potentials (CP), elicited by perturbations of stance while on a treadmill with split belts, were analyzed in order to study the relationship between compensatory leg muscle responses and afferent input to supraspinal centers. Various conditions of perturbation were used to establish the extent to which compensatory EMG responses and CPs show congruent behavior. Four different treadmill acceleration rates were applied in three different conditions (unilateral perturbation, directed forward or backward; bilateral perturbation, directed forward or backward; and opposing bilateral perturbation). EMG responses and CPs showed parallel increases in amplitude with increasing displacement velocity. The EMG responses showed distinct differences, predominantly in the response amplitude, between the different perturbation conditions, whereas the CPs were affected only to a minor degree. Tibialis anterior EMG responses were more closely related to the CP following forward perturbation than the corresponding gastrocnemius responses were to the CP following backward perturbation. We conclude that the EMG responses are more closely related than the CPs to displacement parameters and suggest that this is due to the further spinal processing of the afferent input needed to generate an appropriate EMG response. The closer relationship between the tibialis anterior response and CP may reflect a predominant central representation and control of tibialis anterior activation in the regulation of posture. The functional implications of these findings are discussed.     

Decreasing classroom misbehavior through the use of DRL schedules of reinforcement

In three studies, reinforcing low rates of responding reduced inappropriate behaviors. In the first study, the talking-out behavior of one TMR student was reduced when the teacher allowed 5 min of free time for a talk-out rate less than 0.06 per minute. In a second study, the talking-out behavior of an entire TMR class was reduced when reinforcement was delivered for a response rate less than 0.10 per minute. In a third study, successively decreasing DRL limits were used to reduce off-task verbalizations of an entire high school business class. In each case, the DRL procedure proved manageable for the teacher and successful in reducing misbehavior.     

Prejudice matters: understanding the reactions of Whites to affirmative action programs targeted to benefit Blacks.

The authors examined, in 2 studies, the effects of equal employment opportunity/affirmative action (EEO/AA) policies on Whites' job-related attitudes. First, in an experiment, White prospective job recruits, as expected, rated a potential employer whose EEO/AA policies were framed as targeted to benefit Blacks as less attractive than a potential employer whose EEO/AA policies were framed more generally. Second. the results of a field study showed that prejudice against Blacks moderated the relationship between Whites' perceptions that their organization's EEO/AA policies were targeted to benefit Blacks and their satisfaction with promotion opportunities. Specifically, among prejudiced Whites, this relationship was negative and considerable in size (r = -.39. p < .01); whereas, among nonprejudiced Whites, it was negligible (r = -.04, ns). The implications of our findings for the study of prejudice in organizations are discussed.     

Are My Temporal Parts Agents?

When we think about ethics, we normally focus on a particular sort of agent: the individual person. Some philosophers have argued that we should rethink the limits of what counts as an ethically relevant unit of agency by expanding outward, and claiming that groups of people can have normative reasons for action. In this paper, I explore whether we can go in the other direction. Are there sub-personal beings who count as agents with their own reasons for action? In particular, might the temporal parts of persons, beings like “me-in-my-twenties,” be thought of as normative agents? This idea, I argue, has deep attractions, and deep, but surmountable, challenges. And if we do accept this idea, I argue, this can indirectly help to support the case for thinking that groups can have reasons for action.     

Randomized controlled trial evaluating the effectiveness of a web-based stress management program among community college students

Background and Objectives: This study evaluated the effectiveness of a web-based stress management program among community college students that focused on increasing perceived control over stressful events. Design: Students (N = 257) were randomly assigned to a Present Control Intervention or a Stress-information only comparison group. Methods: Primary outcomes were perceived stress and stress symptoms; secondary outcomes were depression and anxiety. Self-report measures were completed online at preintervention, postintervention, and three-week follow-up. Intervention effects were estimated using linear mixed models. Seventy-five percent of the sample (n = 194) completed the pretest and comprised the intent-to-treat sample. Results: Participants in the intervention group reported significant increases in present control, and significant decreases in all four primary and secondary outcome measures from baseline to postintervention and follow-up. Within-group effect sizes were small to medium at postintervention (mean d = –.34) and follow-up (mean d = –.49). The mean between-group effect size on the four outcome measures was d = .35 at postintervention but d = .12 at follow-up, due to unexpected decreases in distress in the comparison group. Conclusions: Our online program is a cost-effective mental health program for college students. Limitations and future direction are discussed.