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.

     

Young children's understanding of violations of property rights

The present work investigated young children’s normative understanding of property rights using a novel methodology. Two- and 3-year-old children participated in situations in which an actor (1) took possession of an object for himself, and (2) attempted to throw it away. What varied was who owned the object: the actor himself, the child subject, or a third party. We found that while both 2- and 3-year-old children protested frequently when their own object was involved, only 3-year-old children protested more when a third party’s object was involved than when the actor was acting on his own object. This suggests that at the latest around 3 years of age young children begin to understand the normative dimensions of property rights.     

The recovery approach to the care of mentally disordered patients. Does it predict treatment engagement and positive social behaviour beyond quality of life?

The main aim of this study was to investigate whether the ‘recovery approach’ to the care of mentally disordered patients is associated with treatment motivation/engagement and positive social interactions on the ward beyond that of perceived quality of life. The participants were 75 service users in a medium secure unit in south-east England, who completed the Recovery Journey Questionnaire (RJQ), The Manchester Short Assessment of Quality of Life (MANSA), The Beck Hopelessness Scale (BHS), and the Patient Motivation and Perception Questionnaires (PMI and PPQ). The patients’ primary nurse independently completed the Disruptive Behaviour and Social Problem Scale (DBSP) for 33 service users. Multiple regressions showed that after controlling for age, ethnicity and diagnosis (severe mental illness vs personality disorder), the RJQ contributed to the variance in treatment motivation, treatment engagement, and positive social interactions on the ward above quality of life with medium to large effect sizes. The strongest effect size was with regard to treatment engagement where the amount of variance explained increased from 22% to 51% after the RJQ was entered into the regression. The results indicate that the recovery approach explains treatment motivation/engagement and positive social interactions above and beyond quality of life.     

Development and preliminary validation of the Penny Beliefs Scale – Weapons (PBS-W)

Weapons carrying and use is an area of increasing concern and frequent media attention. Despite this, there is a distinct lack of psychological research into the reasons that people carry and use weapons. At present there is no adequate measure of beliefs that facilitate carrying and using weapons and the present investigation sought to develop and validate such a tool: the Penny Beliefs Scale - Weapons (PBS-W). The PBS-W was developed using themes identified in a literature review and through consultation with experienced Forensic Psychologists. The factor structure, reliability, and validity were ascertained by administering the PBS-W to 212 school pupils in South Wales, who were aged between 16 and 18 years. The final version of the PBS-W comprises of 36 items that measure young people’s beliefs about carrying and using weapons and load onto one factor named Potency. The new scale has excellent internal reliability (Cronbach’s alpha of .92), extremely good test-retest consistency (ICC = .833), male participants scored significantly higher on the PBS-W compared with female participants, and the PBS-W is significantly positively correlated with self-reported delinquency. These findings are discussed in the context of existing literature and future potential directions for research are proposed.     

Career patterns: A twenty-year panel study

Using 20 years of employment and job mobility data from a representative German sample (N = 1259), we employ optimal matching analysis (OMA) to identify six career patterns which deviate from the traditional career path of long-term, full-time employment in one organization. Then, in further analyses, we examine which socio-demographic predictors affect whether or not individuals follow that traditional career path. Results indicate that age, gender, marital status, number of children, education, and career starts in the public sector significantly predicted whether or not individuals followed the traditional career path. The article concludes with directions for future theoretical and methodological research on career patterns.     

The Review Paradox: On The Diachronic Costs of Not Closing Rational Belief Under Conjunction

We argue that giving up on the closure of rational belief under conjunction comes with a substantial price. Either rational belief is closed under conjunction, or else the epistemology of belief has a serious diachronic deficit over and above the synchronic failures of conjunctive closure. The argument for this, which can be viewed as a sequel to the preface paradox, is called the ‘review paradox'; it is presented in four distinct, but closely related versions.     

Contemporary psychoanalytical identity and its roots in the history of science

Abstract

The problem of psychoanalytical identity is discussed under the aspects of psychoanalysis:

—as the history of a charismatic movement shaping the organizational and career patterns in a specific direction;

—as a science with the difficulties of defining the correlations of interpretative, clinical-empirical and “scientistic” dimensions inherent in its basic assumptions.     

Dimensional overlap between time and space

Several pieces of evidence suggest that our mental representations of time and space are linked. However, the extent of this linkage between the two domains has not yet been assessed. We present the results of two experiments that draw on the predictions of the dimensional overlap model (Kornblum, Hasbroucq, & Osman, Psychological Review 97:253–270, 1990). The stimulus and response sets in these reaction time experiments were related to either time or space. The obtained stimulus–response congruency effects were of about the same size for identical stimulus–response sets (time–time or space–space) and for different stimulus–response sets (time–space or space–time). These results support the view that our representations of time and space are strongly linked.