Forecasting the influence of customer-related micro-events on employees’ emotional,attitudinal and physiological responses

The affective events theory proposes that daily events elicit affective reactions on workers that, over time, influence affective and judgement-driven behaviours. It also suggests that this relation is moderated by dispositions and appraisals. On the other hand, the social interaction model argues that the impact of emotions is moderated by how individuals regulate them. This study aimed to: (1) investigate what customer-related events elicit affect; (2) test the moderating role of workers’ susceptibility for emotional contagion on the relation events-affect; and (3) explore whether affective states influence cardiovascular efficiency and turnover intentions. We conducted a longitudinal study in an inbound call centre by following 48 workers during 10 working days, gathering 267 events and 1,232 affective reactions. We combined diaries, questionnaires and physiological data. Data was analysed qualitatively and quantitatively. We extracted 13 event categories and, using artificial neural networks (ANN), found support for the moderating role of emotional contagion. At daily level, fear was the stronger predictor of cardiovascular efficiency, whereas anger was the stronger predictor of turnover. ANN models showed satisfactory predictive values (R²_Turnover = .51, p < .01; R²_{Cardiovascular efficiency} = .32, p < .01). The importance of results for theory and practice is discussed.     

未来情景思考对目标达成的双刃作用及其机制

未来情景思考指个体想象并预先感受某个可能在未来发生的自我相关情景事件的心理加工,它对目标达成可产生双刃影响:一些思考方式会妨碍目标达成,如想象理想的结果或过程;而另一些思考方式则会促进目标达成,如过程模拟和想象较为消极的目标相关场景。对于未来情景思考是促进还是妨碍目标达成,动机水平的高低和执行意向的清晰程度可能是关键调节因素,相应的干预策略可通过增强这两者而将未来情景思考对目标达成的妨碍作用转化为促进作用。进一步的研究需系统探讨不同方式的未来情景思考影响目标达成的认知神经机制,并对目标特征和人格特点如何调节未来情景思考对目标达成的影响进行探讨。     

Job-seeking and job-acquisition in high school students

We surveyed 225 Year 9 and 10 students at T1 regarding their attitude, social norms, control, experience, plans and intentions to find a part-time job while at school. Of these, 149 did not have a job and were surveyed again four months later about their job-seeking and job outcomes (104 responded at T2). Job-seeking intentions at T1 were associated with past experience, plans and beliefs that getting a job was the right thing to do. Job-seeking at T2 was associated with beliefs about the value of job-seeking. Job interviews attended were related to job-seeking, and job offers were related to interviews attended. Students with higher job-seeking intentions and behaviours differed on most variables from students with lower intentions and behaviours. Students need to be aware of the relationship between job-seeking, interviews and offers, and be provided with strategies that increase their interviews and assist to manage unsuccessful job attempts.     

The Mediated Influence of Hostile Attributional Style on Turnover Intentions

To better understand the influence of causal perceptions on turnover intentions, this study investigates the influence of hostile attribution styles on job satisfaction, stress, and turnover intent. A theoretical model is developed in which satisfaction and stress are predicted to mediate the relationship between hostile attributions and turnover intentions. Results of hierarchical regression and path analysis partially supported the hypothesized model, suggesting that hostile attribution styles are an important predictor of job satisfaction and turnover intentions. The predicted relationship between hostile attribution style and stress was not supported.     

Why and when justice sensitivity leads to pro- and antisocial behavior

People differ in how injustice-sensitive they are either as victims or as observers. Whereas observer sensitivity is positively related to cooperative behavior, victim sensitivity promotes antisocial and egoistic behavior. The present article investigates the dynamics underlying these effects. Participants played an online-based public goods game and were informed about the number of people who violated a fairness rule in previous rounds of the game (no, some, or many violators). High victim-sensitive participants contributed less to the public good even in the “some violators” condition. High observer-sensitive participants contributed more to the public good even in the “many violators” condition. The findings correspond with the sensitivity to mean intentions model and cannot be explained by individual differences in general trust.     

Planning is for doing: Implementation intentions go beyond the mere creation of goal-directed associations

Studies on implementation intentions so far have mainly pointed towards strengthened cue-behavior associations as the mechanism underlying the effectiveness of this self-regulatory tool. However, we propose that because it triggers people to look into the future and to mentally simulate their future behavior, planning by means of implementation intentions might go beyond the creation of goal-directed associations and thus lead to more enduring effects on behavior. We tested this hypothesis in an experiment using a longitudinal design, where participants formed an intention for a behavior that deviates from their routine, and furnished it either with associative learning of cue and behavior, forming implementation intentions, or nothing at all. Results showed that initially, learning cue-behavior associations led to the same rate of goal completion as forming implementation intentions. However, only the effect of implementation intentions was maintained at the second measurement one week later. These findings suggest that planning does more than merely create goal-directed associations, which might offer a new perspective on the workings and use of this important tool for behavior change.     

职业生涯高原对员工工作满意度、组织承诺、离职意愿的影响

职业生涯高原是指个体在当前组织中职业生涯发展的停滞。在控制人口统计学变量以及同一方法偏差的基础上,研究发现职业生涯高原的不同维度对不同组织效果变量有不同影响。（1）层级高原对员工工作满意度和组织承诺并没有显著负向影响,但会增加员工离职的可能性。不过,层级高原对员工离职意愿的影响受到工龄的调节;（2）内容高原对员工的工作满意度、组织承诺均具有显著负向影响,并增加员工离开组织的可能性;（3）中心化高原对员工的工作满意度、组织承诺均具负向影响,但对员工离职意愿却没有显著影响     

领导者底线心智对团队创新的双刃剑效应

底线心智是一种以获取底线利润结果为中心,而忽略其他一切竞争事项优先权(如企业社会责任、利益相关者权益、员工福利等)的单维思维模式。虽然底线心智可能导致管理者只注重绩效而忽视其他对企业有利的重要事项,甚至采取不道德的手段来实现目标,但研究也表明底线心智能够提高员工工作专注度进而提升绩效。为进一步推进底线心智双刃剑效应的研究,本文构建了领导者底线心智对团队创新双刃剑效应的影响机制模型,指出领导者底线心智一方面抑制了团队风险承担意愿,进而相比于探索式创新更有益于利用式创新;另一方面能够激发团队强迫激情,从而相比于团队创意产生更有利于团队创意实施。本文为深化底线心智领域的研究提供了参考,也为组织和领导者如何更好管理底线心智提供了重要建议。     

Behavior analytic contributions to public health and telehealth

The Journal of Applied Behavior Analysis is launching a special series on the topics of public health and telehealth. The special series begins with the articles in this issue and will continue for the next 2 to 3 issues with an open submission window until September 1, 2020. Behavior analysis has much to offer with respect to public health and much to gain from continued and expanded use of telehealth. This paper outlines the importance of these topics in the current crisis and in our ongoing evolution as a field. The historical literature in behavior analysis is reviewed for each topic along with suggestions for future research. The articles from the special series will be combined with historical contributions from JABA into a virtual issue. We encourage continued submissions on these topics even after the special series is completed as future papers will also be incorporated into the special issue.