Capability development in knowledge intensive IT enabled services

Most of the call centre literature discusses cases where the customer support task is routine and low in complexity. Call centres are considered to be modern equivalents of factory sweatshops in this literature. Technical support, however, is an example of a knowledge intensive support service. The article presents a case study of a call centre providing remote technical support and illustrates the nature of capabilities required for consistent service performance. The practices adopted at this technical support call centre do not confirm to the sweatshop stereotype mentioned in the literature.     

Personality and gender differences in global perspective

Men's and women's personalities appear to differ in several respects. Social role theories of development assume gender differences result primarily from perceived gender roles, gender socialization and sociostructural power differentials. As a consequence, social role theorists expect gender differences in personality to be smaller in cultures with more gender egalitarianism. Several large cross‐cultural studies have generated sufficient data for evaluating these global personality predictions. Empirically, evidence suggests gender differences in most aspects of personality—Big Five traits, Dark Triad traits, self‐esteem, subjective well‐being, depression and values—are conspicuously larger in cultures with more egalitarian gender roles, gender socialization and sociopolitical gender equity. Similar patterns are evident when examining objectively measured attributes such as tested cognitive abilities and physical traits such as height and blood pressure. Social role theory appears inadequate for explaining some of the observed cultural variations in men's and women's personalities. Evolutionary theories regarding ecologically‐evoked gender differences are described that may prove more useful in explaining global variation in human personality.     

Predicting Homelessness among Emerging Adults Aging Out of Foster Care

This study examines risk and protective factors associated with experiencing homelessness in the year after “aging out” of foster care. Using a state‐level integrated administrative database, we identified 1,202 emerging adults in Washington State who exited foster care between July 2010 and June 2012. Initial bivariate analyses were conducted to assess the association between candidate predictive factors and an indicator of homelessness in a 12‐month follow‐up period. After deploying a stepwise regression process, the final logistic regression model included 15 predictive factors. Youth who were parents, who had recently experienced housing instability, or who were African American had approximately twice the odds of experiencing homelessness in the year after exiting foster care. In addition, youth who had experienced disrupted adoptions, had multiple foster care placements (especially in congregate care settings), or had been involved with the juvenile justice system were more likely to become homeless. In contrast, youth were less likely to experience homelessness if they had ever been placed with a relative while in foster care or had a high cumulative grade point average relative to their peers.     

The object of my protection: Shielding fundamental motives from the implicit motivational influence of others

Goal shielding theory suggests that one's focal pursuits automatically inhibit the activation of interfering goals (Shah, Friedman, & Kruglanski, 2002); however, it is not entirely clear how individuals come to identify what constitutes “interfering”. Three studies examine how this identification process may be guided by fundamental social motives that individuals possess, particularly in social situations wherein goals are primed through mere exposure to others' goal-directed behavior (“goal contagion”, Aarts, Gollwitzer, & Hassin, 2004). Participants' fundamental motives for positive self-regard (Study 1), autonomy (Study 2), and distinctiveness (Study 3) were either manipulated or measured and participants read scenarios that manipulated the goal-directed behavior of a target other. Results indicated that participants inhibited the activation of goals being primed by others when the implicit influence interfered with their fundamental motives in some way. These findings suggest that fundamental motives can guide whether individuals will catch goals from others or shield themselves from such influences.     

Consciousness: a neurological perspective

Consciousness is a state so essentially entwined with human experience, yet so difficult to conceptually define and measure. In this article, we explore how a bidimensional model of consciousness involving both level of arousal and subjective awareness of the contents of consciousness can be used to differentiate a range of healthy and altered conscious states. These include the different sleep stages of healthy individuals and the altered states of consciousness associated with neurological conditions such as epilepsy, vegetative state and coma. In particular, we discuss how arousal and awareness are positively correlated in normal physiological states with the exception of REM sleep, while a disturbance in this relationship is characteristic of vegetative state, minimally conscious state, complex partial seizures and sleepwalking.     

Making sense of recommendations

Computer algorithms are increasingly being used to predict people's preferences and make recommendations. Although people frequently encounter these algorithms because they are cheap to scale, we do not know how they compare to human judgment. Here, we compare computer recommender systems to human recommenders in a domain that affords humans many advantages: predicting which jokes people will find funny. We find that recommender systems outperform humans, whether strangers, friends, or family. Yet people are averse to relying on these recommender systems. This aversion partly stems from the fact that people believe the human recommendation process is easier to understand. It is not enough for recommender systems to be accurate, they must also be understood.     

Promoting us or preventing them: regulatory focus and manifestations of intergroup bias

Four studies examined whether situational and individual differences in individuals' regulatory focus influence how intergroup bias is expressed emotionally and behaviorally. Consistent with past findings on promotion focus, these studies found evidence that participants' promotion focus, whether measured or manipulated, was related to how extensively they demonstrated bias toward their ingroup in terms of cheerfulness- and dejection-related emotions and approach-related behaviors. Consistent with past findings on prevention focus, these studies also revealed that participants' prevention focus was related to how extensively they showed bias against an outgroup in terms of quiescence- and agitation-related emotions and avoidance-related behaviors. The implications for the self-regulatory functions of intergroup bias are discussed.     

To "do the right thing" or to "just do it": locomotion and assessment as distinct self-regulatory imperatives

An integrated series of studies investigated 2 functional dimensions of self-regulation referred to as assessment and locomotion (E. T. Higgins and A. W. Kruglanski, 1995). Assessment constitutes the comparative aspect of self-regulation that critically evaluates alternative goals or means to decide which are best to pursue and appraises performance. Locomotion constitutes the aspect of self-regulation concerned with movement from state to state, including commitment of psychological resources to initiate and maintain such movement. Two separate scales were developed to measure individual differences in these tendencies. Psychometric work attested to the scales' unidimensionality, internal consistency, and temporal stability. The authors found that (a) locomotion and assessment are relatively independent of each other, (b) both are needed for self-regulatory success, and (c) each relates to distinct task orientations and motivational emphases.