Customer Preferences for Frontline Employee Traits: Homophily and Heterophily Effects

Although previous research has underscored the significance of the personality traits of frontline employees (FLEs) in employee service behaviors, knowledge about customer preferences for FLE personality traits is lacking. This study responds to this gap in the literature, empirically assessing customers’ preferences for FLE personality traits. The main research objective is to investigate whether and how these preferences vary with the customer's own personality. The study proposes and tests a conceptual framework that reconciles two opposing theoretical perspectives—homophily and heterophily. The existing research in interpersonal psychology has only given limited support to the heterophily effect, whereas it has consistently evidenced the homophily effect. Moderator analyses indicate these effects are largely invariant across customer and service characteristics. Notwithstanding this, post hoc tests show that the level of preferred FLE traits is positively related to the level of customer traits. Equity theory helps explain these seemingly conflicting results.     

Challenges for land system science

While considerable progress has been made in understanding land use change, land system science continues to face a number of grand challenges. This paper discusses these challenges with a focus on empirical land system studies, land system modelling and the analysis of future visions of land system change. Contemporary landscapes are contingent outcomes of past and present patterns, processes and decisions. Thus, empirical analysis of past and present land-use change has an important role in providing insights into the socio-economic and ecological processes that shape land use transitions. This is especially important with respect to gradual versus rapid land system dynamics and in understanding changes in land use intensity. Combining the strengths of empirical analysis with multi-scale modelling will lead to new insights into the processes driving land system change. New modelling methods that combine complex systems thinking at a local level with macro-level economic analysis of the land system would reconcile the multi-scale dynamics currently encapsulated in bottom-up and top-down modelling approaches. Developments in land use futures analysis could focus on integrating explorative scenarios that reflect possible outcomes with normative visions that identify desired outcomes. Such an approach would benefit from the broad and in-depth involvement of stakeholders in order to link scientific findings to political and societal decision-making culminating in a set of key choices and consequences. Land system models have an important role in supporting future land use policy, but model outputs require scientific interpretation rather than being presented as predictions. The future of land system science is strongly dependent on the research community's capacity to bring together the elements of research discussed in the paper, via empirical data collection and analysis of observed processes, computer simulation across scale levels and futures analysis of alternative, normative visions through stakeholder engagement.     

MEDICARE AND INEQUALITIES IN HEALTH OUTCOMES: THE CASE OF BREAST CANCER

This article evaluates whether expanding Medicare to cover those between ages 55 and 64 will improve the health status of these near-elderly individuals. We compare the experiences of near-elderly and elderly women with breast cancer and pay special attention to those demographic groups traditionally thought to be disadvantaged. Using unique individual-level data from the National Cancer Institute, we find that expanding Medicare does not improve the probability that a black woman will have her cancer diagnosed early. However, if she does happen to be diagnosed early, a discretE-time hazard model of survival finds that the price effects of insurance will improve her odds of survival.     

Creating Corporate Accountability: Foundational Principles to Make Corporate Citizenship Real

This paper explores the growing array of initiatives aimed at creating corporate accountability with the goal of attempting to uncover the foundation principles that underlie them and create a floor below which practices are ethically questionable. Using the Global Compact's nine principles and the work of Transparency International as guides, foundational principles seem to exist in the areas of human rights, labor standards, environment, and anti-corruption initiatives.     

Contents of Volume 29

Volume Contents

Contents of Volume 29     

Indonesian politics in 2012: coalitions,accountability and the future of democracy

Indonesia is a successful but flawed democracy: while the electoral process has worked well, the quality of democratic governance is less encouraging. Missing from the equation between elections and democracy is political accountability. Parties’ obsession with coalition building as a route to political power has made it difficult for voters to attribute success or failure to elected officials. Coalition government allows politicians to send contradictory messages, and in 2012 religious minorities – which are neither banned nor protected – have paid a heavy price for the lack of accountability and leadership. In Jakarta an outsider, Joko Widodo, won the gubernatorial election despite facing an incumbent backed by a broad coalition. His victory illustrates that coalition building does not guarantee success, and that the electorate is mature enough not to be swayed by appeals to religious and ethnic sentiment. This gives heart to those hoping to strengthen democracy and democratic values in Indonesia.     

Test validation from a conceptual and legal perspective: Issues and trends

A little-explored issue in the psychological and legal literature involves test validation. This article discusses issues of test validation from both psychological and legal perspectives. Areas of inconsistency are noted and probable future directions are high-lighted.     

An exploration of the use of language training in exporting firms. Case studies from Northamptonshire

Despite the importance of using foreign languages as a means of increasing competitiveness in overseas markets, there is little empirical data on how firms use languages and access training as part of a competitive strategy. Based on interviews with the owner/managers of 14 firms in Northamptonshire, this paper considers their use of language training. A detailed investigation was carried out of the type of training used in the surveyed firms. Through the use of in-depth interviews, the diverse strategies used by the firms were revealed. The implications for local training providers are also discussed.