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.     

睡眠不足对人际交互的影响及其认知神经机制

睡眠不足会对人的认知、情感和人际交互产生诸多影响。这种影响在社会情绪层面表现为个体情绪共情和认知共情的减少,易激惹性与愤怒情绪的增加;在社会行为层面则表现为亲社会行为的减少和攻击行为的增加。在睡眠不足状态下,情绪系统和认知系统功能连接的减弱可能是这些变化的潜在机制。未来应结合生态效度较高的睡眠操作手段,系统考察睡眠不足如何导致各种高级社会情绪的改变,以及这些社会情绪的变化如何导致社会行为的变化。     

自我损耗、情绪动机对冲动决策的影响

以大学生为被试,探讨自我损耗、情绪动机对冲动决策的影响。采用2×2×2的混合实验设计,组内变量为自我损耗,组间变量为情绪动机方向和强度,使用双任务范式操作自我损耗,使用情绪动机图片启动被试的情绪动机,使用延迟折扣任务的指标k值测量冲动决策。结果发现,高趋近动机的k值大于低趋近动机,高回避动机的k值大于低回避动机。结果表明,自我损耗、情绪动机对冲动决策有明显影响。     

An empirical Q-matrix validation method for the sequential generalized DINA model

As a core component of most cognitive diagnosis models, the Q-matrix, or item and attribute association matrix, is typically developed by domain experts, and tends to be subjective. It is critical to validate the Q-matrix empirically because a misspecified Q-matrix could result in erroneous attribute estimation. Most existing Q-matrix validation procedures are developed for dichotomous responses. However, in this paper, we propose a method to empirically detect and correct the misspecifications in the Q-matrix for graded response data based on the sequential generalized deterministic inputs, noisy ‘and’ gate (G-DINA) model. The proposed Q-matrix validation procedure is implemented in a stepwise manner based on the Wald test and an effect size measure. The feasibility of the proposed method is examined using simulation studies. Also, a set of data from the Trends in International Mathematics and Science Study (TIMSS) 2011 mathematics assessment is analysed for illustration.     

Development of a facial-expression database of Chinese Han,Hui and Tibetan people

Recently, cross-cultural facial-expression recognition has become a research hotspot, and a standardised facial-expression material system can significantly help researchers compare and demonstrate the results of other studies. We developed a facial-expression database of Chinese Han, Hui and Tibetan ethnicities. In this study, six basic human facial expressions (and one neutral expression) were collected from 200 Han, 220 Hui and 210 Tibetan participants who lived in these regions. Four experts on each ethnicity evaluated the facial-expression images according to the expressions, and only those achieving inter-rater agreement were retained. Subsequently, 240 raters evaluated these images according to the seven emotions and rated the intensity of the expressions. Consequently, 2980 images were included in the database, including 930 images of Han individuals, 962 images of Hui individuals and 1088 images of Tibetan individuals. In conclusion, the facial-expression database of Chinese Han, Hui and Tibetan people was representative and reliable with a recognition rate of over 60%, making it well-suited for cross-cultural research on emotions.     

Depression and appearance-related distress in functioning with lipedema

Lipedema is a chronic, progressive adipose tissue disorder that may impact the quality of life of women who suffer from it. The main aim of this study was to asses the role of perceived symptom severity, physical and psychological functioning with the disease in predicting quality of life in patients with lipedema. We conducted an online study with 329 participants who responded to five questionnaires measuring quality of life (World Health Organization Quality of Life BREF), lipedema symptom severity, mobility (Lower Extremity Functional Scale), depression (Patients Health Questionnaire-9), and appearance-related distress (Derriford Appearance Scale 24). Multiple hierarchical regression analyses showed that appearance-related distress and depression explained significantly more variance in quality of life when added to the symptom severity and mobility. Lower quality of life was predicted by higher symptom severity, lower mobility, higher appearance-related distress and higher depression severity. Appearance-related distress and depression constitute important aspects of psychological functioning in women with lipedema. Considering their relationship with quality of life, their assessment should be included in lipedema treatment with appropriate interventions aimed at decreasing appearance-related distress, as well as preventing and addressing depression.     

Ethical Leadership: An Integrative Review and Future Research Agenda

Over the past decade, ethical leadership has increasingly become one of the most popular topics in the areas of leadership and business ethics. As a result, there now exists a substantial body of empirical research addressing ethical leadership issues, but the findings reported by this body of research are highly fragmented. The topic has advanced to the stage where a review and synthesis of existing literature can provide great value and help move the scholarly conversation forward. The primary purposes of this article are to (a) review empirical findings from the ethical leadership literature utilizing a framework consisting of the antecedents, mediators, moderators and outcomes of ethical leadership, and (b) suggest a set of interesting research opportunities, thereby facilitating future investigation. We base our synthesis on a review of 62 empirical studies on ethical leadership that were published between 2005 and mid-2015.     

Disparate roads to certainty processing strategy choices under need for closure

This paper describes a programme of research addressing an intriguing inconsistency in research findings about cognitive processes under a high need for cognitive closure (NFC). While early studies demonstrated that individuals who seek closure opt for closed-minded cognitive strategies, a growing body of research has identified a number of circumstances in which individuals who are high in NFC engage in effortful, open-minded information processing to an even greater extent than their low NFC counterparts. This has posed the challenge of delineating the circumstances under which people motivated to reduce uncertainty (i.e., attain closure) engage in effortful and open-minded cognition from those situations in which they rely on simplistic, low-effort strategies. This also calls for theoretical advancement in NFC theory. We discuss our proposed solution to this puzzle and the implications of this model for real-world social phenomena.