Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance

We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service climate, initiative climate at the establishment level and general self-efficacy at the individual level predicted employee proactive customer service performance and interacted in a synergistic way. Results also showed that at the establishment level, controlling for service climate and collective general service performance, initiative climate was positively and indirectly associated with customer service satisfaction through the mediation of aggregated proactive customer service performance. We discuss important theoretical and practical implications of these findings.     

Imagining ‘human Bodhisattva’ via televisual discourse: media platform of the Tzu-Chi organisation

Seeing the limitation of the thesis of ‘mediatisation of religion’ (Hjarvard 2008; 2011), I would like to present a case study of Buddhist organisational usage of televisual discourse in Taiwan in this article. The example of one of the most watched prime-time docudramas—Da-Ai Drama (produced by an iconic Taiwanese Buddhist organisation, Tzu-Chi)—challenges the limited scope of ‘mediatisation of religion’ and encourages a critical review of the terms ‘religions’ and ‘secularisation’. The article also explicates the way in which Tzu-Chi utilizes multimedia approach to transfer the ideal of celestial Bodhisattva into a discourse of ‘human Bodhisattva’, which encourages the laity to participate in Tzu-Chi's voluntary programmes. A sect of acting philosophy is reinforced through multimedia approach and a wide range of voluntary programmes in the organisation.     

Rescuing Human Embryonic Stem Cell Research: The Blastocyst Transfer Method

Despite the therapeutic potential of human embryonic stem (HES) cells, many people believe that HES cell research should be banned. The reason is that the present method of extracting HES cells involves the destruction of the embryo, which for many is the beginning of a person. This paper examines a number of compromise solutions such as parthenogenesis, the use of defective embryos, genetically creating a “pseudo embryo” that can never form a placenta, and determining embryo death, and argues that none of these proposals are likely to satisfy embryoists, that is, those who regard the embryo as a person. This paper then proposes a method of extracting HES cells, what might be called the Blastocyst Transfer Method, that meets the ethical requirements of embryoists, and it considers some possible concerns regarding this method. It concludes by encouraging future HES cell research to investigate this method.     

Body image, relationships, and time

The cultural standard of an impossible-to-attain ideal body image has been blamed for a plethora of psychological ills, from low self-esteem to eating disorders. In this study, the authors investigated the importance of current body image dissatisfaction compared with the ideal for married couples and for single people. The results indicated that although body image dissatisfaction exists in both married and single people, this discrepancy is of significantly less importance to married couples. The importance of long-lasting, satisfying relationships decreases the importance of body dissatisfaction and mitigates the impact of unrealistic ideal body image.     

The effect of text orientation, visual meridian, and inter-character spacing on word identification in the retinal periphery

Previous research has demonstrated that the masking effects of flankers about a target in the peripheral retina are not isotropic. Rather, regions of lateral interaction are ellipsoid in shape with the major axis oriented radially along a meridian through the fovea. This finding leads to the counterintuitive prediction that horizontal text positioned to the right of fixation might be read more slowly than similarly positioned text oriented diagonally or vertically. Similarly, vertically oriented text above fixation might be read more slowly than horizontally or diagonally oriented text above fixation. We investigated the effect of text orientation and inter-character spacing on word identification in the retinal periphery. Text was presented by rapid serial visual presentation. Words were centered 3 degrees from fixation along four visual field meridians (VM) (right horizontal, upper-right diagonal, vertical, and upper-left diagonal). Regardless of VM identification, performance was best for horizontal text, declining slightly for orientations between +60 degrees and -60 degrees and declining more quickly for acute orientations. A weak effect of VM was observed for text with normal inter-character spacing. Performance was best for text centered along the horizontal meridian and declined slightly along the other VM. Finally, identification rates increased by approximately 33 words min(-1) with the addition of one character space between adjacent letters. The word-recognition processes are very tolerant of text orientation, exhibiting a modest decline for orientations within +/- 60 of horizontal regardless of VM.     

Exchange through emoting: An emotional model of leader–member resource exchanges

Despite research suggesting that emotional interactions pervade daily resource exchanges between leaders and members, the leader–member exchange (LMX) literature has predominantly focused on the interplay between general affective experiences and the overall relationship quality. Drawing upon the affect theory of social exchange, we examine why and how discrete exchange imbalance engenders distinct emotions and shapes downstream work behaviors of the members. Results from a preregistered experimental study with 247 participants and an experience sampling study with time-lagged reports from 79 leaders and 145 members show that a positively imbalanced exchange increases members’ subsequent leader-directed helping via gratitude (but not via shame) and that a negatively imbalanced exchange increases members’ subsequent risk-taking via pride (but not via anger). Moreover, the intensity of such effects hinges upon the average level of resource contributions of leader–member dyads. Our research casts light on the role of transient emotions in dynamic resource exchanges between leaders and members and enriches our knowledge of within-dyad fluctuations of social exchanges.     

Auditory grouping based on fundamental frequency and formant peak frequency

The perceptual grouping of a four-tone cycle was studied as a function of differences in fundamental frequencies and the frequencies of spectral peaks. Each tone had a single formant and at least 13 harmonics. In Experiment 1 the formant was created by filtering a flat spectrum and in Experiment 2 by adding harmonics. Fundamental frequency was found to be capable of controlling grouping even when the spectra spanned exactly the same frequency range. Formant peak separation became more effective as the sharpness (amplitude of the peak relative to a spectral pedestal) increased. The effect of each type of acoustic difference depended on the task. Listeners could group the tones by either sort of difference but were also capable of resisting the disruptive effect of the other one. This was taken as evidence for the presence of a schema-based process of perceptual grouping and the relative weakness of primitive segregation.     

双关图作为面孔刺激与非面孔刺激对大脑事件相关电位的影响

用线条描绘的图形作为刺激材料,A为老鼠,C为老头,B为双关图(ambi-guous figure)。图形按两种顺序:A→B→C(Ⅰ)和C←B→A(Ⅱ)向被试呈现,每次呈现时间100ms。被试按刺激呈现方式分成两组,每组20人。被试接受图形的同时记录事件相关电位(ERPs),B图呈现后要求被试报告观察内容。对主观报告考验,发现双关图在Ⅰ呈现方式中作为非面孔刺激(老鼠)被认知,在Ⅱ呈现方式中作为面孔刺激(老头)被认知。ERPs分析表明,双关图作为面孔刺激被识别时,T_3、Pz的P_2波潜伏期比双关图作为非面孔刺激被识别时分别延长6.09ms和7.39ms,波幅没有显著差异;双关图作为面孔刺激时T_3、T_4、Pz和Oz的P_3波的潜伏期比双关图作为非面孔刺激时延长约15ms;波幅没有显著差异。