The job stress–job performance relationship in the social service encounter

• The current study empirically examines job performance by considering perceived customer demands as a new antecedent of job stress (JS) and the mediating role of emotion‐focused coping (EFC) on the relationship of JS and physical consequences (PC), and in‐turn job performance. A mailed survey that solicited 2500 social service providers working in the United States rendered a useable random sample of 533. Regression analyses supported the hypothesized relationships. Findings suggest that emotions play an important role in the quality of the social service encounter evidenced by the mediating role of EFC in the relationship between JS and job performance. The introduction of an intervening variable (i.e., EFC) in the JS–job performance relationship extends affective event theory (AET). The findings offer management new insights into the service encounter by identifying a source of JS that creates barriers to value added benefit creation.

Copyright © 2008 John Wiley & Sons, Ltd.     

Survey topic and unit nonresponse

Survey topic as a factor influencing participation rates is becoming increasingly important, as there is a growing trend in social science research for surveying specific populations about specific topics. Previous research has shown that respondents with high topic interest (often referred to as salience) are more likely to participate in surveys. However, the identification of mechanisms that affect respondents’ interest in a survey topic has been largely neglected in research literature. We present an explanatory model of participation that conceptualizes topic interest as a function of an actor’s relational position in a particular social setting. To illustrate the relationship between survey topic and participation behavior, we use an online survey on mating conducted on the user population of an online dating site. For our nonresponse analysis we use web-generated process data, consisting of profile and interaction data, which describe all units of the sample frame. Thus, comprehensive information is available for both participants and non-participants of the online survey on an individual level, enabling a particularly accurate analysis of nonresponse. Results show that the probability of participation varies according to a user’s chances of success on the mating market. Users who can be described as less attractive (e.g. older people, less educated men, overweight women) show a higher probability of participation, which we explain with the mechanism of topic salience. We conclude with general implications regarding (1) the relationship between survey topic and survey participation and (2) the potential of web-generated process data for (online) survey research.     

Seeing Through and Breaking Through: The Role of Perspective Taking in the Relationship Between Creativity and Moral Reasoning

Journal of Business Ethics - The recent wave of same-sex marriage legalization marks the most significant human rights progress in decades. Nevertheless, the valuation effects on corporate America...     

Consumer involvement in research using oral history: ‘What are people's experiences of health and well‐being in Halton?’

The purpose of this paper is to describe a qualitative oral history case study that involved consumers in research and followed a collaborative approach in the north‐west of England. This study had two aims: (1) to increase local voluntary groups research capacity through active involvement in research; and (2) to explore the community's historical perceptions of health and well‐being. The research team included four lay researchers from local voluntary groups supported by an academic researcher. Data collection used semi‐structured interviews based on oral history life stories that focused on health and well‐being. Thematic data analysis and mind maps were used to create a collective narrative. This paper will provide a brief synopsis of the findings from the main themes of health and well‐being, and reflect on the process of consumer involvement in research using oral history. Outputs have included dissemination at a local and national level, increased knowledge and confidence in the research process, and involvement in other related initiatives, such as Local Involvement Networks, partnership working with local libraries and collaboration with the regional archivist.     

Brand personality inference: The moderating role of product meaning

Abstract

This study draws on categorisation theory to investigate how consumers make brand personality inferences. Its purpose is to determine the basic category at which consumers make brand personality inferences and whether this level varies for functional and symbolic products. Experimental results show that the basic level of categorisation for brand personality inferences is the brand level for symbolic products and the product type level for functional products. These findings suggest that managers may have less latitude to adopt diverse personalities for functional than symbolic products. The study also demonstrates that, in contrast to prior work, future research on brand personality should consider a wider range of sources of personality.     

Thinking regionally: Aviation and development implications in the Karoo region,South Africa

This study focuses on regional economic development in South Africa, across provincial political jurisdictions. The article argues that remote hinterlands can be more usefully understood as forming an integrated whole, rather than functioning as the poor rural cousins of their provincial metropoles. This article considers three propositions: that key transport projects (such as airports) may unlock regional development; that this may stimulate regional spatial integration; and that this may spur the South African government to address its weak regional planning system. All three propositions are speculative, drawn from the international literature, but they contribute to an argument for greater spatial coherence in South African planning in rural regions. The argument is illustrated with reference to the Karoo region of South Africa, and the potential of a new airport to impact on regional economic dynamics. Furthermore, the article argues that such impacts will require new regional planning systems, which are currently absent from the South African political system.     

How to talk to an expatriate

ABSTRACT

Fueled by increasing global mobility, there is an ever-growing need for expatriates. This increasing demand poses many challenges for organizations to motivate their employees to successfully complete international assignments. This study addresses this issue by offering a new perspective on how effective leader communication may serve as a tool to increase expatriates’ cross-cultural motivation and boost their chances of success. All three dimensions of motivating language are proposed to have the ability to enhance an expatriate’s cross-cultural intrinsic motivation, as well as his or her cross-cultural self-efficacy. The implications of the framework, as well as future research, are discussed.     

The importance of an internal marketing orientation in social services

• The current research takes an interdisciplinary approach to examine the role of emotions in the successful delivery of social services. Survey data collected from 533 frontline social service providers were subjected to regression analyses. Findings reveal that emotional intelligence mediates the relationship between emotional labor and job stress, which in‐turn impacts job performance. The findings suggest that an internal marketing orientation is needed to better match the organization's products (i.e., jobs) with its internal customers (employees), and in‐turn improve the quality (job performance) of its offerings to its external customers.

Copyright © 2009 John Wiley & Sons, Ltd.