Investigating the immediate and long-term effects of job stressors on frontline service employees

Two studies investigate the immediate and long-term effects of job stressors on frontline service employees (FSEs). Using cognitive appraisal theory, we develop and test a conceptual model of two job stressors (crowding and emotional labor) that affect coping strategies and job outcomes. Study 1, which is a field experiment, investigates the immediate effects of crowding in a single firm. Study 2 extends the findings of Study 1 and investigates the long-term effects of emotional labor and crowding on FSEs across multiple firms. The results show that crowding has a negative impact on coping strategies and job-related outcomes. In addition, emotional labor can lead to long-term negative outcomes, such as emotional exhaustion and decreased job retention, for some FSEs. Consequently, service organizations should consider strategies or tactics that prevent high levels of customer crowding and help FSEs deal with emotional labor.     

The veterinary medicine industry in Britain in the twentieth century

Economic historians have focused research effort on accounting for the growth and significance of Britain's pharmaceutical industry, but little effort has so far been directed at the veterinary medicine industry, which formed an important part of the wider sector. This article addresses that gap. Factors responsible for that sector's relative insignificance until the 1950s included a general tendency to slaughter rather than to treat sick animals, the absence of advanced medicines until the innovation of sulpha drugs and antibiotics, and difficult relations with the wider pharmaceutical industry. Thereafter output of veterinary medicines increased dramatically, arising from an exponential growth in the demand for intensively farmed poultry meat. Since the 1980s a decline in the use of drugs in agriculture has caused the industry to concentrate on the health needs of domestic animals rather than those of livestock.     

Poverty in Edwardian Britain

This article introduces a newly discovered household budget data set for 1904. We use these data to estimate urban poverty among working families in the British Isles. Applying Bowley's poverty line, we estimate that at least 23 per cent of people in urban working households and 18 per cent of working households had income insufficient to meet minimum needs. This is well above Rowntree's estimate of primary poverty for York in 1899 and high in the range that Bowley found in northern towns in 1912–13. The skill gradient of poverty is steep; for instance, among labourers' households, the poverty rates are close to 50 per cent. Measures of the depth of poverty are relatively low in the data, suggesting that most poor male-headed working households were close to meeting Bowley's new standard.     

Contingency Factors in the Effects of Rater Training on Interrater Agreement: Some Lint in the Bellybutton of Past Research

Researchers, examining the need to train performance appraisal raters, have typically used a complex rating task with several dimensions. However, results of a recent training survey (Mealiea and Duffy, 1986) showed that a number of Canadian organizations use a simple one-item, global rating of employee performance, and they are satisfied with their rating process. The present study looks at the influence of the rating task and the type of measurement on the relationship between rater training and rater effectiveness. Subjects were 105 (approximately 50 per cent female and 50 per cent male) patrons of a tavern in upstate New York who served as contestants in a contest of belly button beauty. Four judges, randomly selected from the audience, served over a three week period. Interrater reliability was assessed using a version of the intraclass correlation coefficient, and the Spearman Brown formula was used to estimate the mean reliability of the four judges. The results indicated an absence of leniency and central tendency bias and high interrater reliability without benefit of training. During the three weeks of the study, the average interrater reliabilities were .85, .99, and .99, respectively. The results, as hypothesized, extend the rater training and measurement literature and can be most parsimoniously explained by adding a contingency factor of task/scale characteristics to the rater training effectiveness theory. Résumé Les chercheurs qui ont examiné le besoin de formation pour les évaluateurs de performance ont toujurs utilisé une tǎche d'évaluation complexe au cours de laquelle plusieurs dimensions étaient évaluées. Cependfant les résultats d'un sondage récent (Mealiea et Duffy, 1986) ont démontré qu'un grand nombre d'entreprises canadiennes utilisent un système global à composante unique pour l'évaluation de la performance et sont satisfaits de cette méthode. La présente étude évalue l'influence de la tǎche d'évaluation et le type de mesure sur la relation entre la formation de l'évaluation et son efficacité. Les sujets de cette étude étaient formés de 105 clients (moitié hommes et moitié femmes approximativement) d'un bar de l'état de New York qui participaient à un concours de beauté ombilicale. Quatre juges choisis au hazard dans la salle ont servi pendant une période de trois semaines. La fiabilité a été évaluée à l'aide d'une version du coefficient de correlation interclasse et la formule Spearman Brown a été utilisée pour estimer la fiabilité moyenne des quatre juges. Les résultats ont démontré l'absence de laxisme et de préjugé à tendance centrale et une fiabilité relative élevées des évaluateurs. Pendant les trois semaines de l'étude, les moyennes de fiabilité étaient de .85, .99, et .99 respectivement. Les résultats, tel que prévu confirment les ouvrages concernant la formation et l'évaluation des évaluateurs et peut ětre expliquée avec grand parcimonie en ajoutant un facteur de contingentement de caractéristiques tǎche/ échelle a la théorie d'efficacité de formation de l'évaluateur.     

Identifying contracts,combinations and conspiracies in restraint of trade

Antitrust guidelines rely on structural screens to review horizontal merger proposals for possible anti-competitive effects. This paper extends this screening approach to forecast where industry cartels will form, and where cartel agreements are more likely to raise price. I test the screen's reliability for a unique data set of legal, privately enforced industry cartels that formed under the Webb-Pomerene Export Trade Act. Consistent with screening assumptions, I find that cartels formed more frequently in industries with significant potential market power, high barriers to entry, and conditions facilitating the enforcement of agreements. However, these characteristics generally perform less well at distinguishing when cartels are likely to raise price without generating offsetting cost-savings, suggesting that screening is reliable only as a preliminary check for possible anti-competitive behavior.     

Shut the fridge door! HRM alignment,job redesign and energy performance

Anchored within the strategic HRM and alignment literature, and drawing on efficiency and legitimacy perspectives of organisational behaviour, we investigated a HRM intervention targeted at energy reduction goals in a large multinational retailer. The HRM intervention was focused on embedding the environmental and economic performance goals of the firm within the workplace through redesigning the job so that energy tasks were aligned with training and performance management systems, as well as organisational performance goals. Using a randomised control trial design, we tracked changes in energy behaviours and energy consumption in 769 retail stores (685 in the intervention condition, 84 in the control condition). The findings provide evidence that changing the alignment of HRM practices can influence both worker behaviour and organisational outcomes, including environmental outcomes. This work contributes to debates concerning the impact of HRM alignment on both the work and organisational performance context.     

Changes in tourists’ perception of well-being based on their use of emotion regulation strategies during vacation

ABSTRACT

Based on the theoretical foundation of emotion regulation, this exploratory study aimed to examine changes in tourists’ perceived well-being and to determine whether these changes were due to use of emotion regulation strategies (ERSs) during their vacation. This study used travel diaries to record tourists’ use of ERSs on a daily basis, and also measured tourists’ perceived well-being one day before and after their vacation. Results indicated that tourists had significantly higher perceptions of well-being after vacation, and those who used ERSs were more likely to indicate a higher sense of well-being after vacation. The results provide new insight into which aspects of tourists’ subjective and psychological well-being can be boosted by taking vacations and how these aspects may be enhanced by using different ERSs.