SENIORITY: A REVIEW OF ITS LEGAL AND SCIENTIFIC STANDING

Though an important and widespread industrial relations concept, seniority has been a neglected subject of study by behavioral scientists. The purpose of this paper is to emphasize the importance of the topic by reviewing seniority's legal status in the management of human resources. Further, while there is little research on seniority per se, conjecture and empirical study on the concept's salient behavioral dimensions, viz., tenure and reward, were reviewed. Suggestions were offered for the methodological and theoretical aspects of future research on seniority.     

VOCATIONAL INTERESTS, PERSONALITY AND EFFECTIVE POLICE PERFORMANCE

Scores on vocational interest inventories are commonly thought to be unrelated to job performance. A close examination of the literature suggests, however, that vocational scales other than those describing the occupational group in question may often predict job performance. A case in point is reported here, using Holland's Self Directed Search and two groups of policemen. Scores on the Artistic and Conventional scales consistently predict effective performance as a patrolman in this Realistic and Social occupation.     

LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION

Although a common theme in the service quality literature is that organizations must create and maintain a climate for service in order for employees to effectively deliver service, few studies exist that evaluate climate for service components against a criterion of customer satisfaction. The effectiveness of different aspects of a climate for service is evaluated by determining the relationships between service climate components and facets of customer satisfaction, as rated by 538 employees and 7,944 customers across 57 branches of a large bank. All service climate components were significantly related to at least one facet of customer satisfaction (e.g., teller service). Seeking and sharing information about customers' needs and expectations, training in delivering quality service, and rewarding and recognizing excellent service were the practices that were most highly related to satisfaction with service quality.     

Assessing Individual Family Members' Constructions of Family Problems

Much contemporary family therapy theory and practice takes into account clients' cognitive constructions of their family problems. Recent calls for therapists to elicit and work with clients' causal explanations and narratives parallel accumulating evidence in the social-clinical literature about the predictive importance of attributions in family relationships. In this article, we introduce the Constructions of Problems Scale (CPS), provide preliminary evidence of its reliability and validity, and suggest ways in which it can be used clinically to reveal new areas for questioning and to generate new ideas. The CPS is a brief questionnaire that can be used to create a profile of each individual family member's private constructions. To complete the CPS, each family member writes a free-form narrative of the presenting problem and then rates his or her perceptions of the contributing causes. The CPS profiles can be used to compare the perspectives of different family members and to assess cognitive constructions at different points in treatment. We discuss its potential for these and other clinical uses.     

The Johnson-Neyman technique,its theory and application

The theoretical basis for the Johnson-Neyman Technique is here presented for the first time in an American journal. In addition, a simplified working procedure is outlined, step-by-step, for an actual problem. The determination of significance is arrived at early in the analysis; and where no significant difference is found, the problem is complete at this point. The plotting of the region of significance where a significant difference does exist has also been simplified by using the procedure of rotation and translation of axes.