STRATEGIC HUMAN RESOURCE MANAGEMENT IN SERVICE CONTEXT: TAKING CARE OF BUSINESS BY TAKING CARE OF EMPLOYEES AND CUSTOMERS

Integrating the strategic human resource management research with the multiple-stakeholder view of organizational climate, in this study we propose that the human resource management practices of a high-performance work system enhance a business unit's market performance in the service context by facilitating 2 types of strategically targeted organizational climate: concern for customers and concern for employees, which further encourage employees to engage in cooperative behaviors with customers (service performance) and coworkers (helping behavior) that are essential in achieving superior market performance. The results based on the data collected from multiple sources of 133 stores in Taiwan in 2 phases largely supported the proposed theoretical framework and shed light on the influence mechanism of high-performance work system on organizational effectiveness in the service context.     

Sticking Out Like a Sore Thumb: Employee Dissimilarity and Deviance at Work*

This study examined demographic‐ and personality‐based employee dissimilarities in relation to organizational and interpersonal deviant behaviors. Perceived organizational support (POS), organizational commitment, perceived coworker support, and coworker satisfaction were proposed as mediators. The results revealed that dissimilarities in ethnicity, Agreeableness, and Openness to Experience were significantly related to organizational deviance; dissimilarities in gender, Conscientiousness, and Extraversion were significantly related to interpersonal deviance. In addition, ethnic dissimilarity negatively predicted POS and organizational commitment, age dissimilarity positively predicted perceived coworker support, Extraversion dissimilarity positively predicted coworker satisfaction, Agreeableness dissimilarity negatively predicted POS, and Openness to Experience dissimilarity negatively predicted POS, organizational commitment, perceived coworker support, and coworker satisfaction. Finally, POS partially mediated the relationship between Agreeableness dissimilarity and organizational deviance. Interpretations of results, implications for management, and future research are discussed.     

The Effects of Self‐Diagnostic Information on Risk Perception of Internet Addiction Disorder: Self‐Positivity Bias and Online Social Support1

This article demonstrates how self‐diagnostic information (presence of symptoms on an inventory) influences the risk perception of Internet addiction disorder (IAD). The authors also highlight 2 tendencies—self‐positivity bias and online social support—that are characteristics of risk perception of IAD. In 3 studies, it was found that if no contextual information was provided, respondents estimated their risk of IAD as higher than when contextual information (symptoms) was provided. They were also less prone to self‐positivity (i.e., the disposition for people to estimate their risk as lower than others). Finally, our research provides evidence that online social support moderates these effects.