A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors

Attitude, personality, and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizational citizenship behaviors (OCBs): loyalty, service delivery, and participation. For the 1st study, 236 customer-contact employees provided data concerning their OCBs and the attitude, personality, and knowledge antecedents. The 2nd investigation relied on data provided by 144 contact employees from a network of university libraries. Using hierarchical regression in both studies, the authors found that each of the 3 types of service-oriented OCBs was best predicted by different subsets of the antecedents. Job attitudes accounted for the most unique variance in loyalty OCBs, personality accounted for the most unique variance in service delivery OCBs, and customer knowledge and personality jointly were the best predictors of participation OCBs.     

Brain responses to semantic incongruity in bilinguals

Event-related potentials were examined in the first and second languages of bilinguals, and in monolinguals. Stimuli were anomalous sentences presented one word at a time on a CRT monitor. The principal dependent measure was the N400 component, and an accompanying frontal negativity, which provided an estimate of the amount of time the nervous system takes to determine the semantic incongruity of a given word. The results indicate that N400 latency is slightly, but significantly, delayed in bilinguals, with monolinguals having the shortest mean N400 latency, the first language of bilinguals next, and the second language of bilinguals longest. The frontal negativity varied in amplitude somewhat independently of the parietal N400. The amplitude of the frontal negativity was sometimes reduced in the second language, tending to be smaller in those subjects who used their second language the least. Neither N400 nor the frontal negativity varied as a function of age of acquisition of the second language. The results are discussed with reference to the relative automaticity of language in bilinguals, and the sensitivity of N400 to variations in the automaticity of language processing.