Is the Customer Always Right? The Potential for Racial Bias in Customer Evaluations of Employee Performance

With the encouragement of marketing scholars, many companies are tying employee incentives to customer ratings of satisfaction, service quality, or employee performance. One potential drawback to these practices is that customers' evaluations of employees—and, therefore, any associated rewards—may be biased by employee race. This possibility was examined in a restaurant setting. We found that customers rated the promptness and attentiveness of same race servers more favorably than different race servers, but there were no differences for assessments of server friendliness or appearance. The theoretical and practical implications of these findings are discussed.     

The Mainline Sidelined: The Sociology of Religion Unbound

This paper examines an expanding focus in the content of what members of SSSR study and show how this change is reflected in the publications in the journal. I offer four factors that might effect what we study: changes in the world, changes in who we are, changes in funding sources, and changes in the theoretical frames. I discuss the “cultural turn” as new theoretical frame, which has had important implications for the study of religion. 1 then return to the question of changes in the world. I end with my expectation that we will see greater yet inclusiveness in the future.     

SOME ISSUES IN CONVERSATION COHERENCE

This study examined respondent proficiency at reconstructing a sequence of utterances (discourse). Theories of text hold that participants in a discourse must construct and arrange the sense of the text; that is, they must make decisions about discourse coherence. We had respondents reconstruct a conversation and we made predictions about discourse coherence, the nature of various two-turn constructional units, unit differences, and individual differences. We found that the entire discourse as a processing unit affects the likelihood of certain two-turn pairs being resequenced correctly. Except for the fact that complex subjects were better able to resequence the initial interaction, there were no other individual differences. The research has implications for principles of coherence, text comprehension, and interpersonal behavior.     

AN EXAMINATION OF IMPRESSION MANAGEMENT USE AND EFFECTIVENESS ACROSS ASSESSMENT CENTER EXERCISES: THE ROLE OF COMPETENCY DEMANDS

We report 2 studies that examine how promotional candidates use verbal and nonverbal impression management (IM) tactics across several structured assessment center exercises that differ in the competency demands they place on candidates. Based on the competency-demand hypothesis ( Shoda, Mischel, & Wright, 1993a, 1993b ), it was predicted that IM use would occur most frequently and have the strongest effects on assessor evaluations in exercises that place greater demands on candidates' interpersonal skills than in exercises that depend primarily on technical skills. In both studies, IM tactics were generally used more frequently and there was more variability in IM use for those exercises requiring candidates to display interpersonal competencies (i.e., the role-plays and mock presentation) relative to the exercise that did not (i.e., the tactical exercise). The relationship between IM use and assessor evaluations was also influenced by the competencies assessed by the exercises, and IM use related to both interpersonal and noninterpersonal ratings of performance.     

Spillover between mothers' postdivorce relationships: The mediating role of parenting stress

This study examined the differences and associations between divorced mothers' relationships with their ex‐partners and with their children, and investigated whether this association is mediated by mothers' experience of parenting stress. A questionnaire was completed by 117 divorced single mothers and 64 remarried mothers. Results show that the single mothers and the remarried mothers did not differ on postdivorce family relationship quality or on their experience of parenting stress. Furthermore, divorced mothers' relationship with their ex‐partners was found to be associated with the quality of the mother–child relationship, but not when controlling for mothers' experience of parenting stress. The results show that maternal parenting stress mediates the association between conflicts between ex‐partners and the quality of the mother–child relationship.     

MISSING LINKS IN THE PUBLIC SCHOOL CURRICULUM: FOUR DIMENSIONS FOR CHANGE

Our society is changing at a pace hardly imagined a century, even a few decades ago. The role of education is crucial in helping prepare our young people to both cope with and take responsibility for shaping these changes in ways consistent with the values of a free society. To this end, four overarching themes for change in curriculum are examined: (1) the competencies and attitudes needed to understand and engage in systems thinking; (2) the development of self and inter-personal knowledge and skills; (3) understanding of the connectiveness of knowledge; and (4) the ability to think critically.     

AN INTERNATIONAL LOOK AT SELECTION PRACTICES: NATION AND CULTURE AS EXPLANATIONS FOR VARIABILITY IN PRACTICE

A survey of 959 organizations in 20 countries was undertaken to assess whether differences in staffing practices are due in part to nation and culture. Cultural differences in uncertainty avoidance and, to a lesser extent, power distance, explained some of the national differences observed in the extensiveness of method use. Implications for understanding the best approaches to selection on a global basis are discussed.     

A COMPARISON OF TECHNIQUES WHICH TEST FOR JOB DIFFERENCES

There has been a recent trend in research seeking the most appropriate statistical technique for determining job similarities/differences. Monte Carlo methods were used to analyze more closely the repeated measures analysis of variance and the multivariate analysis of variance in order to add further insight into the viability of these techniques for this purpose. The conventional univariate analysis of variance, the ε-adjusted univariate F test, and the ε-adjusted univariate F test were compared to three multivariate tests (Roy's largest-root criterion, Wilk's likelihood ratio, and the Pillai-Barlett trace) in terms of power and control for Type I error when (1) circularity and homogeneity were met, (2) homogeneity was met but circularity was violated, (3) homogeneity was violated but circularity was met, and (4) both homogeneity and circularity were violated. The efficacy of the techniques was shown to be contingent upon whether the assumptions were met or not. The univariate test proved to be the better technique when circularity was met. The multivariate technique proved to be the better test when homogeneity was met while circularity was violated. The results were mixed when both circularity and homogeneity were violated. Guidelines for selecting a statistical technique which tests for job differences are offered.