Balance Theory Applied to Service Quality: A Focus on the Organization, Provider, and Consumer Triad

As quality experts have focused primarily on manufacturing, theoretical frameworks for examining quality in the service sector are lacking. In order to fill this gap, Heider's (1958) balance theory is applied to explain how service organization, service provider, and consumer interrelationships influence service quality. Propositions are offered pertaining to: (a) how and why positive or negative relationships among the parties in this triad are developed, and (b) the consequences of these relationships on service quality, affective outcomes, and withdrawal behaviors. Examination of the service triangle within this framework can enhance understanding of quality service delivery and guide future research efforts in the continuous improvement domain.     

Dyadic interactions in accepted and rejected children

Forty same-sex dyads were separated into three groups (accepted, rejected, and mixed status) on the basis of their scores on the likability and rejection scales of the Pupil Evaluation Inventory [Pekarik, E.,et al. (1976).Journal of Abnormal Child Psychology, 4, 83–97]. These dyads participated in a 10-min videotaped interaction which was separated into three segments: waiting period, cooperative task, and conversational period. Observational recordings of six micro behaviors (talk time, gestures, gaze, smiles, orientation, and laughs), as well as ratings of physical attractiveness and speech volume (loudness) and observational counts of cooperation were obtained from these tapes. These data were subjected to a 2 (sex) × 3 (status) × 3 (segment) MANOVA, with sex and status as between-group factors and segment as a within-group factor. The results indicated a number of significant multivariate effects. Univariate tests for attractiveness, speech volume, and cooperation measures indicated a significant status effect for the variable of intensity. These results are interpreted in terms of the developmental literature on social behavior, as well as the data on face-to-face interactions provided by S. D. Duncan and D. W. Fiske [(1977).Face to face interaction: Research methods, and theory. Hillsdale, NJ: Erlbaum]. Suggestions for future research are offered.The authors wish to thank the principals, parents and children of Clinton Central Elementary, Frontier Elementary, and Western Elementary Schools for their help and participation in this project. We would also like to express our gratitude to Judith Conger, Patricia Moisan-Thomas, Judith Dygdon, and all other members of the research team who contributed their time and effort to this project.     

Decision-making style and vocational maturity

This study examines the relationship between decision-making style, scholastic achievement, and vocational maturity for college students. A positive relationship between a rational decision-making style and the multifaceted construct of vocational maturity has been inherent in much theory and has provided the basis for most practice. The hypothesized relationship between rationality and attitudinal and cognitive maturity was not supported by the results reported here. Only a combination of the scholastic achievement variable and a lack of dependent decision style was found to be even moderately predictive of vocational maturity. Implications for practice and future research are discussed.     

Academic examinations and anxiety: The interaction model empirically tested

The person-by-situation interaction model of anxiety was tested in the reallife setting of an academic examination. Twenty-eight male and 79 female university students served as subjects. State anxiety (A-State) was assessed just prior to the examination (Trial 2) and approximately 1 week before (Trial 1) and after (Trial 3) the examination. Five facets of trait anxiety (A-Trait) were measured in a nonstressful situation 1 week prior to the examination. The subject's cognitive appraisal of the various situations was assessed by a self-report index of the type and degree of threat involved in the situation just experienced. As predicted, a significant A-Trait-by-situation interaction in eliciting A-State was observed for social evaluation A-Trait. There were no interactions for the other, noncongruent facets of trait anxiety. The results also indicated that individuals' perception of situations may be the most important factor affecting reactions to stressful situations. In general, the results were interpreted as providing support for the multidimensionality of A-Trait and further validation of the interaction model of anxiety.     

Career development of special populations: A framework for research

In view of the recent interest in the career behaviors of diverse groups of individuals, this article presents a model for conducting research on the career development of special populations. Available research paradigms are reviewed in terms of their potential impact on such efforts. An alternative framework, designed to make maximum use of available data sources while minimizing potential theoretical bias, is offered. An illustration of research conducted within the recommended framework is presented in which the impact of a variety of career-related variables on the attitudinal and cognitive aspects of vocational maturity is examined from the perspective of two special population groups, disabled and disadvantaged college students. Drawing upon previous research findings, variables under consideration included level of scholastic achievement and endorsement of rational, intuitive, and dependent decision-making styles. Also included were two population-specific variables related to the characteristics of membership in each of the two special groups. The regression analyses conducted to explore the relationships between vocational maturity and these predictor variables indicate, in general, that variance in the attitudinal and cognitive factors of vocational maturity can be at least partially explained by the variables considered. However, the relative contributions of the predictors and the resulting proportions of variance explained differs according to which population and which criterion factor is under examination. These findings are compared with those emerging from previous research, and implications for future efforts are discussed.     

Parental characteristics and interactional dysfunction in families with child behavior problems: A preliminary investigation

Thirty-six families with a preteenage behavior problem child were assessed on measures of marital discord, parental psychopathology, and three parental cognitive factors: knowledge of behavioral principles, tolerance for child deviancy, and expectations regarding their child's behavior. Nine nonproblem families with demographic characteristics similar to the problem families were also assessed. Correlational analyses across all families revealed a strong association between marital discord and the parental index of child behavior problems. While a number of significant associations were discovered between the various measures of marital discord, parental psychopathology, and parental cognitive factors, no other measure besides marital discord was associated with parental perception of child behavior problems. The nonproblem families and 15 of the problem families also participated in home observations obtained through random audio recordings during high interaction periods. These observational data indicated a significant relationship between parental perception of child behavior problems and parental negative behavior toward the child, but no significant relationship between parental perception of child behavior problems and child behavior, even when child behavior was weighted by parents' reactions to that behavior. Through sequential analysis, several contingent relations between parent and child behavior were discovered. Findings are discussed in relation to family systems theory.     

Truth and Inference in Fiction

Philosophical Studies -