Understanding Patients' Reactions to Services: The Role of Personal Service Values in Heart Patient Satisfaction and Wellness

This study proposed an individual-difference perspective on heart patients' customer-service satisfaction. We hypothesized that heart patients' satisfaction with service is positively related to wellness and that instrumental care, expressive care, and communication effectiveness are positively related to satisfaction and wellness. We also hypothesized that patients' values for services would moderate the relationship between service provision and outcomes. A survey of 217 heart patients provided support for these hypotheses. Of particular interest were findings that: (a) the service provision-service outcomes relationship was moderated by service values for some patient groups but not for others; and (b) the service provision-outcomes relationship differed across patient subgroups. We discuss the implications for patient satisfaction research and for planning individualized treatment strategies.     

Organizational Politics and Work Identity as Predictors of Organizational Commitment

Building on the organizational-politics (Kaemar & Baron, 1999) and social-identity (Hogg & Terry, 2000) literatures, we examined the moderating effect of work identity on the organizational-politics/organizational-commitment relationship. Data collected from 500 employees of a data-reporting organization and 943 employees of a customer-service organization indicate that employees who identified primarily with their occupations were less affected by the level of perceived politics in the organization in the consideration of their commitment than were employees who identified primarily with their employing organizations or one of its units. Implications for research and management practice are discussed.     

Rodney King and O. J. Revisited: The Impact of Race and Defendant Empathy Induction on Judicial Decisions

White university students participated in a study to investigate the impact of defendant race and empathetic induction on a subsequent juror decision-making task. Participants read a passage involving a Black or a White defendant in a criminal case. They were subsequently induced to feel no empathy, low empathy, or high empathy for the defendant. When compared to participants in the low- and control empathy conditions, those in the high-empathy condition reported greater target empathy, made attributions that were more situational, and assigned more lenient punishments. The results also indicate that group membership can moderate the impact of empathetic induction. When compared to the participants in the Black defendant condition, those in the White defendant condition reported greater target empathy, made attributions that were more situational, and assigned more lenient punishments. Implications for both empathy and judicial decision-making research are discussed.     

the experience of unemployment for fishery workers in newfoundland: what helps and hinders

In this exploratory research study, the unemployment experience of people involved in the fishery and living in the outports of Newfoundland and Labrador was explored. Fifty‐three critical incident interviews were conducted by community outreach workers. These interviews yielded important information about the factors that facilitated or hindered the unemployment experience. In interpreting the results, both the general literature on unemployment as well as the special contextual aspects of the situation were explored.     

Correlates of colorectal cancer screening compliance and stage of adoption among siblings of individuals with early onset colorectal cancer.

Concepts from the health belief, transtheoretical, and dual process models were used to examine how siblings of individuals diagnosed with colorectal cancer (CRC) before age 56 made decisions about CRC screening. Siblings (N = 504) were assessed for CRC screening practices and intentions, pros, cons, processes-of-change, perceived risk of CRC, perceived severity of CRC, preventability of CRC, cancer-related distress, and sibling relationship closeness. Physician and family recommendation and knowledge were also assessed. Fifty-seven percent of participants (n = 287) were compliant with CRC screening. Logistic regression indicated that perceived pros and cons, perceived risk, commitment to screening, health care avoidance, and sibling closeness were associated with screening compliance. Physician and family recommendation were also strong correlates. A similar set of factors was associated with stage of adoption of CRC screening.     

Effect of a behavioral self-regulation intervention on patient adherence in hemodialysis.

The present study examined the efficacy of a behavioral intervention designed to increase adherence to fluid-intake restrictions among hemodialysis patients. Twenty intervention-group patients were compared with 20 matched control patients on an indicator of fluid-intake adherence at 3 time points. The Group x Time interaction was significant, indicating that patients in the 2 groups exhibited a differential pattern of change in fluid-intake adherence across the follow-up period. The intervention and control groups did not differ significantly in terms of adherence at the initial postintervention period but did differ at the 8-week follow-up. The observed group differences were, in part, due to a trend toward increasingly better adherence in the intervention group and poorer adherence in the control group across the follow-up period.     

Use of Self-Report Measures of Anxiety and Depression in Outpatients with Schizophrenia: Reliability and Validity

The psychometrics of many self-report measures of anxiety and depression have been established for patients with anxiety disorders, but little is known about use of these measures in patients with psychotic disorders. This study examined psychometrics of commonly used self-report measures. Self-report measures and interviewer ratings were collected on 33 outpatients diagnosed with schizophrenia disorders. A sample of 46 patients with anxiety disorders completed the same self-report measures. Internal consistency was high for the self-report measures in both samples. Test-retest reliability was moderate to high. Scores on self-report measures were correlated with interviewer ratings and with scores on other self-report measures of similar constructs, supporting the convergent validity of the measures. Reliable and valid information about anxiety and depression can be obtained through administering the self-report measures to outpatients diagnosed with psychotic disorders. There was more overlap among measures than was expected, possibly because of poor discriminant validity. One explanation of this may be that anxiety constructs overlap more in patients with schizophrenia or related disorders than in non-psychotic populations.     

Sources of variability in sequelae of very low birth weight.

Few investigations have examined the specificity of sequelae of very low birth weight (VLBW, <1500 g) or sources of variability in outcome. To better understand the nature and determinants of outcome, we assessed neuropsychological and achievement skills at mean age 11 years in 62 children with <750 g birth weight, 54 with 750-1499 g birth weight, and 66 term-born controls. Distinct cognitive constructs were identified by factor analysis, and the three birthweight groups were compared on these constructs and on composite measures of achievement. Although the group with <750 g birth weight performed less well on all tests than term-born controls, group differences in a perceptual planning factor and in mathematics remained even when IQ was controlled, and deficits were more pronounced in mathematics than in reading. Results from structural equation modeling were consistent with the hypothesis that neuropsychological skills mediated the relationship between birth weight and achievement. The findings confirm the differential deficit hypothesis, support the need to consider multiple sources of variability in VLBW outcomes, and highlight the importance of neuropsychological constructs in developing an explanatory framework.