INCREASING CUSTOMER SERVICE BEHAVIORS USING MANAGER‐DELIVERED TASK CLARIFICATION AND SOCIAL PRAISE

This project assessed an intervention to improve employee customer service behaviors (correct greetings and closing behaviors). A combination of task clarification and manager‐delivered social praise resulted in increased correct greeting from 11.5% to 66% and correct closing from 8% to 70%. The effect was maintained at a 48‐week follow‐up for employees who were present during the initial study period, but not for more recently hired employees. The results suggest that task clarification combined with manager‐delivered social praise is an effective way to improve employee customer service behaviors.     

Response to A Different Vantage Point Commentary: Psychotherapeutic Genetic Counseling,Is it?

Whether genetic counseling is a form of psychotherapy is open for debate. Early practicioners in genetic counseling described it as such, and this claim has been replicated in recent publications. This commentary is a rebuttal to the claim that genetic counseling is distinct from psychotherapty. We argue that it is a a form of psychoterapy that aims to help clients manage a health threat that affects their psychological wellbeing, paralleling the goals of psychotherapy.     

Religious Identity,Expression, and Civility in Social Media: Results of Data Mining Latter‐Day Saint Twitter Accounts

This study explores religious self‐identification, religious expression, and civility among projected Latter‐Day Saint Twitter accounts (201,107 accounts and 1,542,229 tweets). Novel methods of data collection and analysis were utilized to test hypotheses related to religious identity and civility against social media data at a large scale. Results indicated that (1) projected LDS Twitter accounts tended to represent authentic (rather than anonymous or pseudonymous) identities; (2) local minority versus majority status did not influence users’ willingness to religiously self‐identify; (3) isolation stigma did not occur when users religiously self‐identified; (4) participants exhibited much lower degrees of incivility than was anticipated from previous studies; and (5) religious self‐identification was connected to improved civility. Results should be of interest to scholars of religion for better understanding participation patterns and religious identity among Latter‐Day Saints and for exploring how these results may transfer to other groups of religious people.     

Perspective taking and member‐to‐group generalization of implicit racial attitudes: The role of target prototypicality

Actively considering an individual outgroup member's thoughts, feelings, and other subjective experiences —perspective taking— can improve attitudes toward that person's group. Here, we tested whether such member‐to‐group generalization of implicit racial attitudes is more likely when perspective‐taking targets are viewed as prototypical of their racial group. Results supported a gendered‐race‐prototype hypothesis: The positive effect of perspective taking on implicit attitudes toward Black people and Asian people, respectively, was stronger when the perspective‐taking target was a Black man or Asian woman (gender–race prototypical) versus a Black woman or Asian man (gender–race nonprototypical). These findings identify a boundary condition under which perspective taking may not improve intergroup attitudes and add to a growing literature on social cognition at the intersection of multiple social categories.     

Romantic relationship distress,gender, socioeconomic status,and inflammation: A preregistered report

Poor quality romantic relationships increase risk for health problems; elevated systemic inflammation is one promising underlying mechanism. This registered report utilized data from three publicly available data sets with large sample sizes (Add Health, MIDUS, NSHAP) to test this possibility. An internal meta‐analysis across all three studies determined that romantic relationship distress was unrelated to inflammation (assessed via C‐reactive protein levels). In addition, this link was not moderated by gender, socioeconomic status (SES), or the combination of gender and SES.     

Maternal sensitivity moderates the impact of prenatal anxiety disorder on infant responses to the still-face procedure

Animal studies have demonstrated the interactive effects of prenatal stress exposure and postnatal rearing style on offspring capacity to manage stress. However, little is known about how parenting quality impacts the association between maternal prenatal anxiety and stress reactivity in human infants. This prospective study examined the impact of prenatal anxiety disorder and maternal caregiving sensitivity on infants’ responses to a standardised interactive stressor (still-face procedure). Eighty-four women completed a clinical interview during pregnancy to assess anxiety symptoms meeting DSM-IV diagnostic criteria. At infant age 7 months, maternal sensitivity to infant distress and infant negative affect were observed and coded during the still-face procedure. Maternal postnatal (concurrent) anxiety and depression were also assessed at this time. Results indicated a negative association between maternal sensitivity to infant distress and infant negative affect responses to the still-face procedure. An unexpected finding was a positive association between parity and infant reactivity. The main effect for sensitivity was qualified by a significant interaction, p < .05, suggesting that the impact of sensitivity was particularly marked among infants of women who experienced an anxiety disorder during pregnancy. This finding is consistent with a cumulative risk model suggesting that maternal prenatal anxiety and quality of maternal care act in concert to shape infant outcomes.     

Socially Assigned Gender Nonconformity: A Brief Measure for Use in Surveillance and Investigation of Health Disparities

Discrimination and violence targeting people perceived as gender nonconforming have been linked to a range of negative health outcomes, and large-scale representative data are needed to begin population surveillance of associated health disparities. A brief self-report measure of gender expression as perceived by others was tested using cognitive interviewing methods in a diverse sample of 82 young adults aged 18–30 years, recruited from the New England region in the U.S. Results identified themes related to item clarity, gender expression variation, undesirability of highest or lowest ends of item range, and tension between self and others’ perceptions. The item performed as expected and is recommended for use on studies of health disparities, including statewide and national public health surveillance tools.