Customer-Initiated Support and Employees’ Proactive Customer Service Performance: A Multilevel Examination of Proactive Motivation as the Mediator

Drawing on the proactive motivation model and theories of motivation, the current study examined customer-initiated support as an antecedent of employees’ proactive customer service performance (PCSP) and investigated the mediating role of proactive motivations and the moderating role of serving culture. We conducted two multilevel studies to test the proposed hypotheses. In study 1, we collected diary data from 158 nurses across 10 working days, and results showed that the relationship between nurses’ daily experience of customer-initiated support and their PCSP was mediated by self-efficacy, work meaning, and positive affect. In study 2, we collected multilevel multi-source data from 373 nurses nested within 80 units and found that nurses’ experience of customer-initiated support was positively related to their supervisor-rated PCSP via role-breadth self-efficacy and work meaning, but not through positive affect. Further, team-level serving culture strengthened the positive relationship between customer-initiated support and role-breadth self-efficacy. These findings shed light on understanding the effect of customer-initiated support as an external factor on prompting service employees’ proactive behaviors, potential motivational mediators to explain the underlying mechanisms, and potential boundary conditions inside of service organizations to strengthen the positive effects of customer-initiated support.     

崇尚科学拒绝伪科学

伪科学(Pseudoscience)一词出现于1844年。我们今天称之为伪科学的许多东西在历史上与科学曾有着千丝万缕的联系,如占星术之于天文学,炼金术之于化学。但是历史上的占星术和炼金术都不是伪科学,只有在科学值得冒充之后,它们有意识地冒充科学才可算是伪科学。面对社会上的日渐泛滥的伪科学,我们不得不提高警惕,利用科学的方法揭露伪科学的真面目。我们迫在眉睫的任务是提高全民族的科学文化素质,提倡科学精神,拒绝伪科学。     

从宗教蒙昧到人文理性——管窥三代历史文化结构的转型

文明无不根旧迹而演来,三代的政治制度和文化系统是中华文明的源头,所谓文物风俗,渊薮于此。这样的一个时代,在社会组织、政治架构、文化价值的公共层面、乃至家庭伦理、道德理念、起居饮食等私人领域,都有浓重的神学与宗教色彩。进入西周末年,随着政治动荡、社会危机的出现,其深层的历史文化机构开始自我变革,春秋战国时期大致完成了从宗教蒙昧到人文理性的转变。这样一个自我革新的路径和理性的传承奠定了嗣后中国历史的走向和文化的发展轨迹,注定华夏文明的主流是温和的、保守自由的和人文理性的。     

艮斋性理学的结构及其特色

艮斋田愚代表了朝鲜王朝末期儒者抗争外来殖民文化,保存传统文化的努力。他的思想以朱子学为主,兼综畿湖学派,创造了“性师心弟”、“性尊心卑”等学说;他的性理学着重在坚守传统伦理,为民族国家奠立社会基础;发挥东方学术的宗教意味,为士人安身立命寻找理论基石;坚持义利之辨,反对新学的功利主义。晚年特重修持实践,诠释传统礼仪,阐扬宗法文化,为保存传统文化作了最后的抗争。     

The dermatology life quality index (DLQI) and the hospital anxiety and depression (HADS) in Chinese rosacea patients

The study aims to investigate the quality of life (QOL) and the psychological situation in Chinese patients with rosacea. A total of 196 healthy controls and 201 rosacea patients were involved in the final analysis. The general information, the Dermatology Life Quality Index (DLQI) and the Hospital Anxiety and Depression Scale (HADS) were collected. Significantly higher DLQI, anxiety and depression score were observed in the rosacea group compared to the control group (p < .01). Total DLQI score of patients was positively related with anxiety (r = .526, p < .001) and depression scores (r = .399, p < .001) in HADS. Rosacea had significant psychological impact on Chinese patients and had substantial influence on their QOL. Physicians should address the psychosocial needs of rosacea patients as much as its physical symptoms.     

Effects of telephone support on exercise capacity and quality of life in patients with chronic obstructive pulmonary disease: a meta-analysis

The aim of this meta-analysis was to evaluate the effects of disease education or pulmonary rehabilitation programs assisted with telephone support on physical capacity and quality of life (QOL) in chronic obstructive pulmonary disease (COPD) patients. A systematic search of PubMed, Embase, Web of Science and The Cochrane Library was conducted until May 2017. Randomized controlled trials (RCTs) examining the effects of telephone-assisted intervention versus a control group on exercise tolerance and QOL in patients with COPD were included. Two independent authors assessed the methodological quality of the trials using the Cochrane risk of bias tool. A meta-analysis was conducted with the Revman5.3 to quantify the effects of telephone-assisted interventions on walking capacity and QOL. In total, 10 studies involving 1037 participants were included. Due to the effect of telephone-assisted interventions, statistically significant results were found on Saint-George’s Respiratory Questionnaire (SGRQ) symptom scores [standard mean difference (SMD) ?.18, 95% confidence interval (CI) ?.33, ?.03, p-value .02)], SGRQ impact scores [SMD ?.35, 95% CI ?.60, ?.10, p-value .006)], SGRQ activity scores [SMD ?.30, 95% CI ?.45, ?.15, p-value < .0001)], SGRQ total score [SMD ?.36, 95% CI ?.51, ?.21, p-value < .00001)]. The effects on 6-min walk test (6MWT) and all Chronic Respiratory Questionnaire (CRQ) subscales were not significant (p > .05) based on the insufficient evidence. In conclusion, the role of telephone-assisted interventions in the management of COPD remains equivocal. Some encouraging results were seen with regard to SGRQ symptom, SGRQ impact, SGRQ activity and SGRQ total score. We believe that more methodologically rigorous large-scale randomized controlled trials are necessary to answer this study question.     

Effects of psychological interventions for patients with osteoarthritis: a systematic review and meta-analysis

The aim of this study was to determine the effects of psychological interventions (e.g. cognitive restructuring, relaxation) on physiological and psychological health in osteoarthritis patients. A systematic literature search was done using PubMed, Embase, PsycINFO, Web of Science, China National Knowledge Infrastructure, and Wanfang Database through November 2016. Studies were included if they used a randomized controlled trial designed to explore the effects of psychological interventions in osteoarthritis patients. Two independent authors assessed the methodological quality of the trials using criteria outlined by Jadad et al. Meta-analysis was done with the Revman5.0. Twelve randomized controlled trials, including 1307 osteoarthritis patients, met the study inclusion criteria. Meta-analysis showed that psychological interventions could reduce the levels of pain [standard mean difference (SMD) ?0.28, 95% CI ?0.48, ?0.08, P-value 0.005)] and fatigue (SMD ?0.18, 95% CI ?0.34, ?0.01, P-value 0.04). In addition, psychological interventions significantly improved osteoarthritis patients’ self-efficacy (SMD 0.58, 95% CI 0.40, 0.75, P-value 0.00) and pain coping (MD 1.64, 95% CI 0.03, 3.25, P-value 0.05). Although the effects on physical function, anxiety, depression, psychological disability were in the expected direction, they were not statistically significant. In conclusion, the role of psychological interventions in the management of osteoarthritis remains equivocal. Some encouraging results were seen with regard to pain, pain coping, self-efficacy, and fatigue. We believe that more methodologically rigorous large-scale randomized controlled trials are necessary to answer this study question.     

Composing lexical versus functional adjectives: Evidence for uniformity in the left temporal lobe

Psychonomic Bulletin & Review - Featural information (e.g., color or shape) allows interlocutors to focus their attention on the specific items under discussion from the vast set of...     

海峡两岸大学生适应性比较研究——以华南师范大学和彰化师范大学为例

以华南师范大学及彰化师范大学的大学生为被试,抽取大一至大四共440人为预测样本及1493人为正式施测样本,通过探索性因素分析和验证性因素分析编制大学生适应性量表,并通过t检验和单因素方差分析考察两岸大学生适应性情况的差异。结果显示:(1)大学生适应性量表由目标规划、学习趋向、人际关系及环境认同4个维度组成,具有良好的信度与效度;(2)两岸大学生在总体适应性、目标规划、学习趋向及环境认同维度上差异显著;(3)不同专业的两岸大学生适应性差异显著,且校园活动对两岸大学生适应影响显著。