An examination of the role of perceived support and employee commitment in employee-customer encounters

The authors examined the relationships between perceived organizational support, organizational commitment, commitment to customers, and service quality in a fast-food firm. The research design matched customer responses with individual employees' attitudes, making this study a true test of the service provider-customer encounter. On the basis of a sample of matched employee-customer data (N = 133), hierarchical linear modeling analyses revealed that perceived organizational support had both a unit-level and an employee-level effect on 1 dimension of service quality: helping behavior. Contrary to affective organizational commitment, affective commitment to customers enhanced service quality. The 2 sub-dimensions of continuance commitment to the organization--perceived high sacrifice and perceived lack of alternatives--exerted effects opposite in sign: The former fostered service quality, whereas the latter reduced it. The implications of these findings are discussed within the context of research on employee-customer encounters.     

Age Differences in Learning from Instructional Animations

The present study tests the effects of the decline of executive functions and spatial abilities with aging on the comprehension of a complex instructional animation. An animation of a piano mechanism was presented individually to 33 young adults and 31 elderly participants. Two presentation speeds of the animation (normal and slow) were compared in a 2 × 2 experimental design. Eye movements were recorded during the learning time. Then, four executive function tests (inhibition, shifting, updating, and processing speed) and a spatial ability test (differential aptitude test) were undertaken by each participant. Results showed that the comprehension of animations was significantly affected by aging. Significant differences between young and old groups were found for executive functions and spatial abilities. Regressions on comprehension scores showed a strong significant effect of spatial ability. Like in previous research, presentation speed had no effect. Eye movement data showed this result was due to application of a compensation strategy. Copyright © 2015 John Wiley & Sons, Ltd.     

Thomas Kuhn on the existence of the world

This article argues that Thomas Kuhn's views on the existence of the world have undergone significant change in the course of his philosophical career. In Structure, Kuhn appears to be committed to the existence of the ordinary empirical world as well as the existence of an independent metaphysical world, but realism about the empirical world is abandoned in his later writings. Whereas in Structure the only relative worlds are the scientific worlds inhabited by the practitioners of various paradigms, the later Kuhn puts the non-scientific worlds of particular groups or cultures on the same footing as the paradigm-related scientific worlds. The article shows that, on what Ian Hacking called the “new-world problem”, the later Kuhn has moved to a more radical antirealist position. It is also argued that the earlier and later solutions to the “new-world problem” face insuperable difficulties, which render Kuhn's account of scientific change implausible.