Is service climate strength beneficial or detrimental for service quality delivery?

This study examines whether climate strength has a direct, moderating, or curvilinear effect in the relationship between service climate and customer service quality perceptions. To this end, we carried out cross-sectional and lagged empirical studies in the Spanish hospitality sector. Our cross-sectional results confirmed that high climate strength in managerial practices fosters a positive impact of managerial practices on customer service quality evaluations. However, other results related to customer orientation of services question the idea that service climate strength is always a precursor of service quality. High climate strength in customer orientation enhanced the negative relationship between customer orientation and functional service quality in a cross-sectional study, and between customer orientation and relational service quality in a lagged study. In addition, an examination of curvilinear effects of climate strength revealed an inverted U-shaped relationship between climate strength in customer orientation and relational service quality over time. The article concludes with a discussion of these results.     

Adding ‘Flock’ to ‘Fight and Flight’: A Honeycomb of Resilience Where Supply of Relationships Meets Demand for Support

In this article I explain how solidarity can support positive adjustment, collective in nature, where people face chronic, cumulative stress and largely lack resources. I propose that when individuals use relationships as a way to access and mobilise resources, an enabling ecology is configured to foster positive adjustment. Applying a collectivist, transactional-ecological view of resilience I propose Relationship-Resourced Resilience (RRR) as a generative theory to explain how resilience occurs as collective, rather than individual and subjective processes. To do this, I draw on eight years of longitudinal case study data that were generated using a Participatory Reflection and Action (PRA) approach with partnership schools (N = 12, primary = 9, secondary = 3; urban = 9, rural = 3) and teachers (N = 74, female = 63, male = 11). The RRR model posits that, when under threat of chronic stress in a poverty setting, a collective response is to flock (rather than fight or flight). Flock entails a process of alone-standing individuals, experiencing shared and persistent burdens, connecting to access, share, mobilise and sustain use of resources for positive adaptation. RRR extends current resilience views of subjective, individual adjustment to individually reported stress in the direction of resilience as collective experiences of continual stress with subsequent collective positive adaptation.     

Editorial

Abstract

Happiness and positive moods influence health, and vice versa. A number of social and personality factors influence health directly, for example by affecting health behaviour or the immune system. These factors also affect health indirectly by influencing happiness and moods. These factors include social relationships, exercise and other aspects of leisure, job status and other aspects of work, social class, and several aspects of personality. The evidence on direct and indirect influences of happiness on health is summarised here.     

Call for Papers: National Conference in Sales Management

This article combines a constructivist grounded theory approach with a focus on structuration theory to propose a new mental model for understanding motivation in the context of solving complex problems in contemporary business-to-business (B2B) settings. This study uses the interpretative tradition of qualitative research to conduct in-depth interviews of 24 B2B sales professionals and subsequently analyze their lived experiences. Findings indicate that intrinsic motivation stems attitudinally from a need to foster an identity of helping customers, introducing a concept called “interpersonal identification” with customers. That identity motivates the development of more cognitively intense sales proposals using a more holistic proposal development process – referred to herein as “systems-savvy selling.” While interpersonal relationships have long been components of B2B relationships, this study challenges laypeople’s stereotypes of salespeople who use interpersonal relationships to improve business outcomes. Instead, systems-savvy selling helps salespeople build interpersonal relationships and use business outcomes as feedback to strengthen interpersonal relationships and their identification with customers. Unexpectedly, it also finds that dual-role sales managers, who have roles both in selling and managing, confront a paradox of self versus others when managing systems-savvy selling processes. By sampling within an industry in which the research team benefits from significant expertise, the constructivist grounded theory approach relying on semistructured, in-depth interviews used herein leverages the research team’s expertise while controlling for industry-level effects.     

Children's Level of Participation in a False-Belief Task,Age, and Theory of Mind

The hide-and-seek deception task of M. Chandler, A. S. Fritz, and S. Hala (1989) was modified to provide a more precise estimate of the age at which children acquire and manifest a theory of mind. Two characters (good, bad) and two levels of involvement (pretend play, sociodramatic play) were incorporated into the research design, so that children's representational understanding of deception could be studied. Two-, 3-, and 4-year-olds (N = 90) participated in the study. The results indicated that 4-year-olds used significantly more deceptive strategies than 2- and 3-year-olds in pretend play and in sociodramatic play. There was no difference between 2- and 3-year-olds in the use of deceptive strategies; they used significantly fewer strategies in the bad roles than in the good roles. No significant differences were found in the 3 age groups' performances in the good-character tasks. The reality-masking hypothesis (P. Mitchell, 1994) accounts for the differences in performances on that task; thus, children younger than 4 years old do seem to have a theory of mind.     

Attachment insecurity as a moderator of cardiovascular arousal effects following dyadic support

We examine the cardiovascular arousal effects of emotional support receipt, and the moderation of these by the support recipient’s and provider’s attachment. Seventy couples engaged in a laboratory dyadic supportive interaction, while their ECG was monitored. With more emotional support, men with high attachment anxiety showed greater arousal reduction during the dyadic interaction, whereas men with low attachment anxiety showed less reduction; additionally, women coupled with partners with high attachment anxiety showed greater arousal reduction, whereas women coupled with partners with low attachment anxiety showed less reduction. Men and women with high attachment avoidance showed less arousal reduction, whereas those with low attachment avoidance showed greater reduction. These results highlight the differential ways in which support gets under the skin.     

An exploration of the correlates of grandiose and vulnerable narcissism in romantic relationships: Homophily,partner characteristics,and dyadic adjustment

The present study examined the characteristics of individuals (N = 104 undergraduate couples) who date grandiosely or vulnerably narcissistic individuals, including the experience of developmental trauma, general and pathological personality traits, and psychopathology, using multiple data sources. In addition, relationship duration was tested as a moderator of the relations between the narcissism dimensions and relationship adjustment. Actor–Partner Interdependence Models indicated that negative relationship adjustment was found when both partners had higher entitlement/exploitativeness traits and had been together for a longer period of time. Overall, there were no clear patterns of partner characteristics, although some evidence for homophily emerged for traits related to grandiose narcissism.     

Thou Shalt Not Covet Another Man? Exploring Constructions of Same‐Sex and Different‐Sex Infidelity Using Story Completion

This study explores conceptualisations of same‐ versus different‐sex infidelity in the context of a heterosexual marriage using story completion. A convenience sample of 57 female and male participants completed one of four versions of a story stem featuring a husband who is either emotionally or sexually unfaithful with a woman or a man. A social constructionist thematic analysis found that same‐sex infidelity was conceptualised as the ‘worst case scenario’ and was underpinned by a heteronormative framing of repressed homosexuality. By contrast, heterosexual infidelity was understood in terms of relational deficits and the wife assuming responsibility for these. Overall, the analysis shows that in making sense of same‐sex and heterosexual infidelity, the participants drew on familiar discourses of sexuality and gender, suggesting that despite social psychological theorising related to sexual fluidity, essentialist ideas remain firmly in place. Methodologically, the study demonstrates the usefulness of a rarely used tool—the story completion task—for accessing socio‐cultural discourses and dominant meanings surrounding a particular topic. Copyright © 2014 John Wiley & Sons, Ltd.     

Teachers as therapeutic agents: perceptions of a school-based mental health initiative

Teacher–child relationship building (TCRB) is a play-based professional development programme adapted from kinder training and filial therapy. Intended for early education teachers and students, TCRB is designed to strengthen the teacher–child relationship, improve student behaviour, enhance academic involvement and develop teachers' classroom management skills. In the current study, we utilised a phenomenological approach to examine teachers' perceptions of the initial implementation of TCRB through identifying individual and collective perspectives in the summation of themes. Findings indicated that the teachers perceived the TCRB model to be informative, well organised, appropriately structured and effective in enhancing teacher–child relationships, improving classroom management skills and reducing behavioural problems among child participants. Limitations of the study, implications and suggestions for future research are discussed.     

Pathways of peer relationships from childhood to young adulthood

This study examined trajectories of peer social preference during childhood and personality assessed in early adolescence in relation to trajectories of friendship quality during early adulthood. Participants (N = 585) were followed from ages 5 to age 23. At ages 5 to 8, peers provided sociometric nominations; at age 12 participants reported their own personality characteristics; from ages 19 to 23 participants rated their friendship quality. Latent growth modeling revealed that trajectories characterized by high levels of childhood peer social preference were related to trajectories characterized by high levels of early adulthood friendship quality. Early adolescent personality characterized by extraversion and conscientiousness predicted higher friendship quality at age 19, and conscientiousness predicted change in friendship quality from ages 19 to 23. This study demonstrates that peer relationships show continuity from childhood to early adulthood and that qualities of core personality are linked to the development of adult friendships.