IS THERE METHOD TO THE MADNESS? EXAMINING HOW RACIOETHNIC MATCHING INFLUENCES RETAIL STORE PRODUCTIVITY

This article considers the efficacy of matching the racioethnicity of employees and the customer base as a human resource strategy within service organizations. Despite being advocated widely, the literature on its effectiveness is scant and riddled with conflicting findings. We revisit the theoretical rationale underlying this strategy, formulate new theory, and introduce the demographic representativeness construct (i.e., the congruence between employee and customer base profiles) to the organizational literature to test our hypotheses. Using multisource data pertaining to 739 stores of a U.S. retailer, the results indicate a positive effect of racioethnic representativeness on productivity, which is accounted for by improved customer satisfaction. Moreover, additional analyses showed this indirect relationship to be more pronounced in stores with larger minority customer bases.     

Communicating Distressful Information: A Video Training Program in a Special Education Setting

The authors developed and evaluated a videotape training program on teaching process and problem-solving skills specifically related to issues associated with the Education for All Handicapped Children Act of 1975. Results indicated that exposure to the training program reduced anxiety specific to the targeted issues. Feedback about the program was positive. Development and evaluation issues are discussed.     

Helping Students Think

This article outlines a conceptual framework describing predictable differences in the intellectual development of college students and suggests applications leading to sound counseling and educational intervention.     

The Cosmetic Effect: The Impact of Office Environment on the Client

To increase counselor awareness of factors outside of the direct counselor-client dialogue that can affect client growth, the author discusses the impact of seven contextual variables related to office environment and gives suggestions for improving the counseling process.     

The Use of Dream Discussions in Counseling

Dream discussions in counseling can aid in setting up and maintaining therapeutic contact with clients. The authors review the historical underpinnings of dreams and summarize several dream theories.     

Family Models: Comparing and Contrasting the Olson Circumplex Model with the Beavers Systems Model

There is an increasing interest in and need for family models. One such model is the Olson Circumplex Model, previously reported in this journal ( 18 ). This model is compared and contrasted with the Beavers Systems Model, which was also developed from empirical data and has had extensive use in family assessment. Though both are cross-sectional, process-oriented, and capable of providing structure for family research, we believe there are certain shortcomings in the Olson model that make it less clinically useful than the Beavers Systems Model. These include definitional problems and a total reliance on curvilinear dimensions with a grid approach to family typology that does not acknowledge a separation/individuation continuum. Our model avoids these deficiencies and includes a continuum of functional competence that reflects the development and differentiation of many living systems, including the family.