A theoretical exploration and model of consumer expectations,post‐purchase affective states and affective behaviour

Through a detailed review of the service quality and (dis)satisfaction literatures, this paper presents a theoretical model exploring the interrelationship between expectations, affective post‐purchase states and affective behaviour. Drawing together a comprehensive hierarchy of expectations culled from the service quality literature, the authors seek to apply levels of expectation to specific post‐purchase affective states and affective behaviour. The authors argue that consumers have two types of expectation that influence post‐purchase affective states: the core or predictive ‘will be’ expectation; and peripheral expectations—that can range from the ideal standard to the minimum tolerable level. By applying the levels‐of‐expectation approach to the expectation‐disconfirmation paradigm, the authors argue that there are four types of post‐purchase affective states: delight, satisfaction (or positive indifference), acceptance (or negative indifference) and dissatisfaction. These four states may lead onto affective action—ie varying degrees of complaining or complimenting behaviour. The paper presents 11 propositions relating to expectations and their interrelationship with post‐purchase affective states and subsequent consumer behaviour, with the aim of stimulating further scholarly enquiry. The managerial implications of the analysis are also considered. Copyright © 2003 Henry Stewart Publications.     

The Role of Autonomy Support and Autonomy Orientation in Prosocial Behavior Engagement

Two studies examined individual and environmental forces that affect engagement in prosocial behavior. Self-determination theory was used to derive a model in which autonomy orientation and autonomy support predicted satisfaction of three core psychological needs, which in turn led to engagement in prosocial activities. In Study 1, college students reported their engagement in various prosocial activities, and completed measures of autonomy orientation, parental autonomy support, and general need satisfaction. In Study 2, volunteer workers completed measures of autonomy orientation, work autonomy support and need satisfaction at work. The number of volunteered hours indicated the amount of prosocial engagement. Results across the studies showed that autonomy orientation was strongly related to engagement in prosocial behavior, while autonomy support was modestly related. Need satisfaction partially mediated the effect of autonomy orientation, and fully mediated the effect of autonomy support. Interestingly, autonomy support predicted lower volunteer turnover. Implications for how prosocial behavior can be motivated are discussed.     

中学生价值观、自我概念与生活满意度的关系研究

用问卷法对7省市958名中学生的价值观、自我概念与生活满意度进行研究,结果表明:(1)中学生具有较高的总体生活满意度;(2)男生在身心状况和学习状况两领域的满意度显著高于女生;高一学生在物质生活领域的满意度显著高于其他三个年级,在社会适应与社会支持领域的满意度显著高于高二,在学习状况领域的满意度显著高于初三,在社会发展与国际政治领域的满意度显著高于高三;(3)价值观中的金钱权力、法律规范家庭价值取向和自我概念各因子对物质生活满意度具有显著的预测作用;价值观中的法律规范价值取向和自我概念中的人际关系自我、学习能力自我和外貌自我对身心状况满意度具有显著的预测作用;价值观中的法律规范、家庭价值取向和自我概念中的人际关系自我、学习能力自我和外貌自我对社会适应与社会支持满意度具有显著的预测作用;价值观中的金钱权力、法律规范、家庭价值取向和自我概念中的理想自我、人际关系自我、学习能力自我对学习状况满意度具有显著的预测作用;价值观中的金钱权力、法律规范、家庭、公共利益价值取向和自我概念中的学习能力自我对社会发展与国际政治满意度具有显著的预测作用.     

Self-efficacy and successful school-to-work transition: A longitudinal study

A successful school-to-work transition is a precursor of promising career development. In the present longitudinal study we investigated whether academic self-efficacy beliefs and grades in school at the ages of 12-15 would be associated with unemployment and job satisfaction at the age of 21. We found that individuals with high self-efficacy beliefs and better grades were less likely to become unemployed and more likely to be satisfied with their jobs. The relationship between high self-efficacy and unemployment was mediated by higher career-related motivation and by less perceived application stress, measured at the time of vocational training at the age of 18. The relationship between self-efficacy and job satisfaction was primarily mediated by higher vocational congruence and less application stress. We conclude that school-based interventions targeted at increasing academic capabilities and self-efficacy would help prepare adolescents for a successful school-to-work transition.     

Positive mood boosts the expression of a dispositional need for closure

Three studies (N=539) examined the hypothesis that positive mood increases the degree to which epistemic motivation, i.e., the need for closure (NFC), affects the way in which an individual processes information (heuristic vs. systematic processing). In each of the studies, different methods of operationalising mood were used: in Study 1, mood was measured as a state; in Study 2, mood was induced by asking participants to recall emotional events; and in Study 3, mood was induced by emotional pictures. The styles of information processing that were utilised by our participants were operationalised in terms of their preferences for (Study 1) and ability to recall (Studies 2 and 3) schema-consistent and schema-inconsistent information. Taken together, the results of the three studies show that only under positive mood, NFC level of an individual is consistent with his or her style of information processing, that is, only under positive mood is there a negative relationship between the NFC level of an individual and the utilisation of schema-inconsistent information. Our results can be explained in terms of the effect that mood has on an individual's perceived ability to achieve NFC.     

It is all in good humor? Examining the impact of salesperson evaluations of leader humor on salesperson job satisfaction and job stress

Abstract

Salesperson job stress and job satisfaction have been identified as critical factors affecting job performance. Academic research suggests that sales managers can influence salesperson job stress and job satisfaction. Interestingly, a review of the sales literature finds very little research on the impact of sales leader humor usage on the stress and satisfaction of salespeople. Consequently, we explore how salespeople’s evaluation of their manager’s use of humor influences their individual levels of job stress and satisfaction. We investigate both the positive and negative roles of humor by analyzing the impact of salesperson evaluations of their managers’ use of affiliative and aggressive humor on their job stress and job satisfaction. Furthermore, we examine the mechanism by which these evaluations affect salesperson stress and satisfaction by identifying two critical mediating variables – social loneliness and willingness to cooperate. Using a sample of 299 professional salespeople, we empirically test this process model to find that affiliative humor usage by sales managers, as evaluated by salespeople, reduces social loneliness and stress for salespeople while also increasing followers’ acceptance of cooperation. Evaluations of aggressive humor, on the other hand, increase stress levels among salespeople. Both social loneliness and acceptance of cooperation, in turn, significantly affect job satisfaction.     

授权的测量及其与员工工作态度的关系

首先，对Spreitzer的授权量表在中国文化背景下的适用性进行了检验，3家企业395份调查问卷的探索性因素分析和内部一致性分析表明，授权量表具有较好的效度和信度；20家企业942份调查问卷的验证性因素分析和内部一致性分析进一步验证了授权量表的效度和信度，这表明Spreitzer的授权四维模型在中国得到了验证，其编制的授权量表在中国具有较强的适用性。然后，利用20家企业942份调查问卷的结果，采用结构方程模型技术对授权与员工满意度、组织承诺、离职意向与工作倦怠等员工工作态度变量之间的关系进行了交叉验证分析，结果表明，工作意义对员工满意度与组织承诺有正向的影响，对离职意向与工作倦怠有负向的影响；自主性对员工满意度与组织承诺有正向的影响；自我效能对组织承诺有正向的影响     

The influence of satisfaction and promotability on the relation between career adaptability and turnover intentions

This study examined the relation between career adaptability (CA), promotability, and career satisfaction (CS), and their impacts on turnover intentions (TI). Eight hypotheses were proposed. Based on data collected from a sample of 431 employees in Macau, career adaptability was significantly and positively related to both promotability and CS after controlling for the influences of demographic variables including age, gender, education and tenure. CA, promotability and CS were also significantly and negatively linked to TI. The results further revealed that promotability and CS mediated the effect of CA on TI. The study contributed new insights that may inform career development and retention of employees. Practical implications on how to retain employees were discussed.     

Effets du soutien organisationnel perçu et des caractéristiques de l’emploi sur l’anxiété au travail et l’épuisement professionnel : le rôle médiateur de la satisfaction des besoins psychologiques

Based on organizational support theory, job characteristics model, and self-determination theory, we examined the mechanisms that underlie the relations between organizational factors and ill-being. Specifically, the main purpose of the present study was to demonstrate the mediating role of the psychological needs for autonomy (i.e., the need for individuals to feel volitional and responsible for their own behavior), competence (i.e., the need for individuals to interact effectively with their environment), and relatedness (i.e., the need for individuals to feel connected and accepted by others), in the relationships of perceived organizational support (i.e., the degree to which employees believe that their organization values their contributions and cares about their well-being) and three motivational job characteristics (i.e., task identity, task significance, and work scheduling autonomy) to job anxiety and burnout. This is the first research, to the best of our knowledge, to test for the joint effects of perceived organizational support and motivational job characteristics on job anxiety and burnout through psychological need satisfaction. Four hundred and fifty-seven employees (216 men and 241 women) from different sectors (i.e., industry, trade, crafts) took part in the study. Fifty-seven participants worked in companies with less than 10 employees, 105 in companies with 11–49 employees, 138 in companies with 50–249 employees, 33 in companies with 250–499 employees, and 124 in companies with more than 500 employees. The hypothesized model was tested with structural equation modeling analyses. Results provided support for our hypotheses and revealed that all hypothesized paths were significant. Specifically, our results showed that perceived organizational support and job characteristics were positively related to psychological need satisfaction. In addition, satisfaction of these psychological needs was negatively associated with job anxiety and burnout. Therefore, feelings of autonomy, competence, and relatedness play a central role in the development or reduction of well- and ill-being at work. These results are consistent with previous research in the work context, which has shown that social factors (e.g., autonomy-supportive behaviors) have significant effects on workplace mental health through their influence on psychological need satisfaction. Practical and research implications as well as suggestions for future research are discussed.