Servir les clients avec le sourire: Source d'épuisement ou de performance chez les employés de centres d'appels?

This study examines the relationships between emotional labour (surface acting, deep acting, and natural expression of positive emotions) and emotional exhaustion and service performance among 215 call centre employees. Of the hypotheses concerning the relation between the three emotional regulation strategies to emotional exhaustion and to service performance, only natural expression of positive emotion is significantly related to both consequences. Results also suggest that neuroticism moderates the link between deep acting and emotional exhaustion: employees with low levels of neuroticism seem more emotionally exhausted when they use deep acting. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.     

Behaviour‐Based and Outcome‐Based Control Systems: A Meta‐Analytic Study

Sales control systems are instruments used by firms to improve performance and other organizational outcomes. To understand their antecedents and consequences, this paper conducts a meta‐analysis based on 104 studies. The results showed significant relationships between behaviour‐ and outcome‐based control systems and the complexity of the products, bonuses, financial performance, sales innovation, organizational support and satisfaction with supervisors. The outcomes revealed that behaviour‐based control systems were the most effective mechanism in turbulent markets and for determining financial performance. However, outcome‐based control systems were the most efficient instrument for complex products.     

Target‐Setting,Pay for Performance,and Quality Improvement: A Case Study of Ontario Hospitals’ Quality‐Improvement Plans

This study examines whether difficult targets and quality indicators in executives' pay‐for‐performance (P4P) plans affect performance. The impact of target‐setting and P4P plans on quality improvement in the public sector is unclear. The Ontario government initiated the Quality Improvement Plan (QIP), which requires hospitals to set targets for quality indicators annually and link executive pay to target achievement since 2011. Analyzing Health Quality Ontario's database and hospitals' 2012–2013 QIPs, this study shows greater quality improvement in hospitals with difficult targets than hospitals with easy targets or without assigned targets; however, the positive impact disappears for high‐performance hospitals relative to their peers. We find no significant effect of the use of quality indicators in executives' P4P plans on quality improvement. Copyright © 2018 ASAC. Published by John Wiley & Sons, Ltd.     

How Owners Matter? An Examination of Ownership Type in Corporate Disaster Relief Giving

Little research has investigated the effect of ownership identity (or type) and corporate philanthropy experience on giving. In this research, relying on legitimacy theory, we first assess the effect of ownership identity on corporate philanthropy (CP) in the context of the 2008 earthquake in China. Then we explore moderation effects of firms' prior CP experience and size as proxies for perceived legitimacy on owners' efforts at increasing giving and legitimacy. We find that state and CEO ownership are deterrents, while non‐SOE and institutional ownership enhances giving probability and amount. In addition, there is evidence that firm size and prior CP weaken the effects of institutional ownership on CP. This study provides a complete assessment of owner behaviour. Copyright © 2018 ASAC. Published by John Wiley & Sons, Ltd.     

Neither an Authentic Product nor a Counterfeit: The Growing Popularity of Shanzhai Products in Global Markets

Counterfeits have been a longstanding concern to global brand manufactures. However, recently, a new product category that partly imitates and partly innovates under the term shanzhai has entered into market. Shanzhai products mimic original leading brands through visual or functional similarities and may also provide additional features. Given this new copycat phenomenon, our study for the first time conceptually distinguishes shanzhai products from counterfeits, theoretically compares the values of consumers choosing shanzhai products versus counterfeits, and empirically tests such differences in one integrative model. Specifically, shanzhai buyers value product functional benefits more than counterfeit buyers, while counterfeit buyers value status consumption, yet experience less self‐clarity than shanzhai buyers. Our findings offer important implications for imitative innovation literature as well as for practitioners.     

The Doctrine of the Mean: Workplace Relationships and Turnover Intention

The present study examines the curvilinear relationships between LMX/TMX and team members' turnover intention simultaneously. That is, members with high LMX, TMX, or both are more likely to have turnover intention. Hypotheses were tested with a sample of 452 nurses, and we adopted the response surface methodology and polynomial regression to test our theoretical model. The hierarchical regression analysis showed that TMX has a U‐shaped relationship with turnover intention but not with LMX. In addition, the results indicate that both the congruence and incongruence of LMX and TMX result in higher turnover intention, but moderate levels of LMX and TMX have the lowest turnover intention. Strengths, limitations, practical implications, and directions for future research are discussed. Copyright © 2018 ASAC. Published by John Wiley & Sons, Ltd.     

To Be or Not to be Temp? An Analysis of the Moderating Role of Motives for Accepting Temporary Employment

We investigate the role of contract volition and motives for accepting temporary employment in the relationship between precariousness of life and negative psychological symptoms in a sample of 275 Italian temps. Results suggest that the negative effect of contract volition on negative psychological symptoms is partially mediated by precariousness of life. A moderated mediation model shows that specific motives moderate the negative effects of contract volition on precariousness of life, so that when contract volition is higher, workers with weaker motives feel less precarious. This study broadens our understanding of temporary employment outcomes by showing that the negative consequences of precariousness of life seem to be less troublesome among temporary workers with higher contract volition and lower motivation. © 2018 ASAC. Published by John Wiley & Sons, Ltd.     

Building a better literature review: Looking at the nomological network of the country‐of‐origin effect

Due to a rising pace of knowledge production, reviewing extant knowledge on mature topics has become increasingly challenging. Researchers often need to account for hundreds of references with little guidance on how to proceed. Taking the phenomenon of the country‐of‐origin effect (COE) as an example, this paper proposes a solution to tackle this challenge. By adopting the principles of integrative literature reviews and using online databases, bibliography management software, and literature‐mapping techniques, I organize 355 papers about the COE. As a result, the nomological network of the COE is drawn while establishing links between the phenomenon, its antecedents, and its outcomes. This methodological article contributes to building better literature reviews. Copyright © 2015 ASAC. Published by John Wiley & Sons, Ltd.     

La transición de Tailandia en las esferas laboral y sanitaria

La economía de Tailandia ha cambiado rápidamente de la agricultura a la industria manufacturera y el sector de los servicios, pero el ordenamiento del mercado laboral y la representación de los trabajadores son mucho menos consistentes que en los países desarrollados, donde hubo una transición más lenta y gradual hace ya décadas. Los autores estudian el robustecimiento de las políticas y la legislación tailandesas en el ámbito de la seguridad y la salud en el trabajo, que obedece a las normas internacionales y a la nueva Constitución democrática. Por último, identifican los principales retos pendientes, entre ellos el cumplimiento de la ley y una medición mejor de los efectos del trabajo en la salud física y mental.     

Costos del despido y ventajas de la medición con métodos directos

Es frecuente achacar los malos resultados del mercado laboral a los costos del despido y a las normas que rigen las relaciones de trabajo. Ahora bien, las investigaciones acerca de las consecuencias económicas de los despidos prestan muy poca atención a la calidad y la precisión de las mediciones, y no arrojan indicaciones concluyentes. Después de pasar revista a los métodos actuales de medición, el autor sostiene que es muy conveniente usar métodos cuantitativos directos a fin de complementar las mediciones indirectas habituales. Para ilustrar esta afirmación se vale de una encuesta efectuada recientemente en Australia.