Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency

Salespersons’ customer orientation has attracted considerable attention from practitioners and researchers. By distinguishing customer-oriented attitude from behavior, this study sheds light on customers’ perceptions of salespersons’ empathy, as a missing link between customer orientation and customer-related outcomes. Noting the increasing age diversity among salespersons and customers, this study also investigates whether age differences in salesperson–customer dyads moderate the relationships of salespersons’ customer-oriented attitude and behavior with customer outcomes. Finally, this study examines salespersons’ climate perceptions as antecedents of their customer-oriented attitudes. Results of multilevel modeling with data from 164 salespersons and 405 customers reveal that salesperson empathy, as perceived by customers, is an important facilitator of the customer orientation–satisfaction relationship. When there are large age differences, salespersons’ customer-oriented attitude becomes more important for making customers feel understood by salespersons. Regarding antecedents, salespersons’ customer-oriented attitude is influenced by their perceptions of team-member exchange and age-inclusive climate.     

On some common objections to a behavioral approach to psychological categories

This paper addresses several objections that have been leveled against a behavioral approach to psychological categories. It reconstructs and critically assesses (a) the so-called causal objection; (b) alleged counterexamples whereby one can exhibit the typical behaviors associated with a psychological phenomenon without exhibiting the latter, including Lewis’ “perfect actor” case and Kirk’s “zombie”; (c) alleged counterexamples whereby organisms can exemplify psychological phenomena without exhibiting any behavior associated with them, including Armstrong’s imagined brain in a vat, Putnam’s “super-super-spartans” scenario, and related cases; and (d) the holistic objection. Mistaken assumptions in each of these objections are pinpointed. The paper starts with a brief characterization of behaviorism about psychological categories and a summary of the particular version thereof supported here, which draws upon Ryle and Skinner, among others.     

Sound and the Korean Public: Sonic Citizenship in the Governance of Apartment Floor Noise Conflicts

Apartment floor noise is becoming a serious social problem in South Korea. Apartment floor noise conflicts arise from the disruption of neighbourhood community in Korean apartment complexes. To resolve the conflicts, the Korean government and apartment residents employ two modes of governance: technocratic and collaborative. These models of governance create legal and community standards of floor noise that constitute sonic citizenship—the status of residents as normal listeners with both the duty to reduce noise and the right to make noise. Using Sheila Jasanoff’s idea of ‘constitutive coproduction’, floor noise in the form of sonic knowledge is constitutively coproduced with sonic citizenship in the form of public knowledge. When apartment residents cannot bear normal sound, defined by the two modes of governance, they become abnormal listeners. If normal listeners cannot put up with the level of sound from upstairs, this sound becomes floor noise. Sonic knowledge is, therefore, vital to the construction of sonic citizenship. In technocratic governance, sonic citizenship emerges from the limits of endurance in governmental floor noise standards, based on results of an auditory perception test based on noise and vibration engineering. In collaborative governance, sonic citizenship results from voluntary agreements between apartment residents. Through such governances, governmental officials and apartment residents perceive a distinction between normal and abnormal residents or between normal and abnormal apartment life.     

Alignment and Misalignment in Personal and Organizational Spiritual Identities

This article reports on an Australian empirical study that aimed to explore how managers and professionals experience spirituality in the workplace. The rationale for the study lay in the paucity of empirical studies on workplace spirituality in Australia, as compared with the burgeoning literature published in the United States (Bell, Rajendran, & Theiler, 2012, p. 68). Through an inductive and interpretive approach, the analysis gave rise to a grounded theory concerned with personal and organizational spiritual identity. Organizational spiritual identity was communicated through values, practices, discourse, nonverbal artifacts, written documents, policies, and contributions to charities, for example. When personal and organizational spiritual identities were misaligned, the potential for conflict and dilemmas with damaging consequences for employees and organizations intensified.     

Self-perceived Authenticity is Contaminated by the Valence of One’s Behavior

Two studies tested whether people are biased to infer that their positive actions are more authentic than their negative actions. In Study 1, participants identified a positive or negative personal characteristic and assessed the authenticity of past behavior that reflected that characteristic. In Study 2, people imagined themselves performing positive and negative behaviors that they authentically did or did not want to perform. Both studies showed that people’s judgments of the authenticity of their behavior were contaminated by their perceptions of the valence of their behavior even when the objective authenticity of the behavior was controlled. Future research must disentangle authenticity and positivity to determine the degree to which each contributes to positive outcomes that have been attributed to authenticity.     

情绪创造力对员工创新行为的影响:情绪社会建构理论的视角

基于情绪社会建构理论,运用问卷调查法,通过分析708组配对数据,探讨情绪创造力对员工创新行为的影响机制。结果表明:情绪创造力对员工创新行为有显著的正向影响,创造性角色认同在其中具有部分中介作用;员工情绪创造力与领导激励创造性的交互作用通过员工创造性角色认同为中介,影响员工的创新行为,从而表现出有中介的调节作用。     

心理咨询中的非言语行为

非言语行为一般指不包含语言内容的人际交流行为。心理咨询作为人际沟通的一门艺术,非常强调非言语行为的重要性。已有研究发现心理咨询中的非言语行为在咨询师和当事人的互动中对咨询有促进作用,同时咨询师不当的非言语行为也会阻碍心理咨询。总结前人研究发现心理咨询中非言语行为的研究现状存在实证研究不足、孤立于咨询进程进行研究等问题,并且研究方法较为单一。如果要突破目前的研究瓶颈,需要借鉴其他领域的研究方法。     

绩效考核满意度对工作退缩行为的影响:有调节的中介效应

绩效考核满意度对员工工作行为的影响和作用机制一直是组织行为领域研究的重点。本研究采用《绩效考核满意度量表》、《在职行为量表》等研究工具,抽取419名在职员工,考察绩效考核满意度与工作退缩行为之间的关系以及组织公平感、道德型领导在其二者关系上的作用机制。结果发现:(1)绩效考核满意度与工作退缩行为之间存在显著负相关。(2)道德型领导调节绩效考核满意度和组织公平感之间的关系。(3)道德型领导调节绩效考核满意度和工作退缩行为之间的关系。(4)道德型领导和绩效考核满意度的交互作用通过分配公平、程序公平影响工作退缩行为。