Cross-cultural comparison of Spanish and British “service-with-a-smile” outcomes

PurposeEmployees working in the leisure service industry are required to show positive emotions when dealing with customers. However, empirical evidence confirms that faking emotions can lead to burnout. In contrast, employees that try to experience the emotions required by the role (i.e. deep acting (DA)) can lead to healthier outcomes. However, little is known about the process that underpins the link between DA and positive outcomes. Building on Côte’s social interaction model of emotion regulation and evidence linking customer satisfaction and DA, it was hypothesized that DA would be associated with employees’ self-actualization through customer interactions. This, in turn, was expected to explain the influence that DA has on relevant job attitudes (i.e. commitment, efficacy, turnover intentions). The model was tested in two countries with different emotional culture: Spain (i.e. impulsive) and the UK (i.e. institutional). Although UK was expected to report higher levels of effortful DA, the hypothesized process was expected to be the same. The paper aims to discuss these issues.Design/methodology/approachA cross-national design with theme park employees from Spain (n = 208) and UK (n = 204) was used. Hypotheses were tested with multigroup confirmatory factor analysis. FindingsThe relationship between job commitment and DA was mediated by self-actualization, and commitment partially explained the association between DA and professional efficacy in both countries. The impulsive-oriented country showed lower levels of DA and more positive job attitudes.Originality/valueIt is concluded that training employees to re-interpret costume

FROM PAPER TO PLASTIC BY 2002: RETAILERS' PERSPECTIVE ON ELECTRONIC BENEFIT TRANSFER SYSTEMS FOR FOOD STAMPS

The Food Stamp Program (FSP) is working under the deadline of October 1, 2002, to coordinate a change from the current paper disbursement system of paper food stamps to an electronic transfer system of benefits, known as EBT. The Food and Nutrition Service of the U.S. Department of Agriculture has been studying the effectiveness of differing vehicles for benefit dispersal since the inception of the FSP in the 1960's. The merits of a direct cash payment have been compared to those of the paper system by the USDA and an array of professional groups and research organizations. The adoption of the electronic benefit transfer (EBT) system engenders a new set of questions about the effects of EBT on benefit recipients, retailers and the administering government agencies. Issues surrounding the transition from paper to plastic are still problematic for retailers in spite of the rapidly approaching deadline. National interoperability of EBT as well as fees involved with EBT operation are still points of contention for retailers. Anecdotal evidence from retailers also point to kinks in the institutional operation of EBT. Peak-loading problems with the electronic network system generate a host of undesirable consequences for benefit recipients and retailers. These problems impede the electronic system from taking advantage of the positive network effects that could arise from this new technology.Food Consumption/Nutrition/Food Safety, Food Security and Poverty, Marketing, Research and Development/Tech Change/Emerging Technologies,

Cross-national validation of the resources depletion-recovery model: An empirical study of Spanish and British theme park employees

Surface acting (SA) refers to the strategy whereby front-line employees hide their own emotions and fake those required of them within their role within customer service transactions. Although researchers have associated SA with burnout, evidence now suggests that this could be an indirect relationship. Building on the Conservation of Resources theory, it was hypothesised that the combined effect of emotional effort and lack of rewarding interactions with customers triggered by SA would explain the strong association between SA and burnout (Studies 1 and 2). Furthermore, building on psychological recovery literature, it was hypothesised that the effort invested in SA would be a weaker predictor of front-line employees’ burnout in cases when they reported higher levels of recovery ability as opposed to lower levels (Study 2). A cross-national and cross-sectional design was used, and participants were theme park employees from UK (Study 1, NUK =204) and Spain (Study 2, NSpain=211). The explanatory role of emotional effort and rewarding interactions was supported, and the buffering effect of recovery ability was confirmed. Strategies aimed at minimising burnout risk for employees who deal with customers on a regular basis in these countries are discussed

Active Damping Using Distributed Anisotropic Actuators

A helicopter structure experiences substantial high-frequency mechanical excitation from powertrain components such as gearboxes and drive shafts. The resulting structure-borne vibration excites the windows which then radiate sound into the passenger cabin. In many cases the radiated sound power can be reduced by adding damping. This can be accomplished using passive or active approaches. Passive treatments such as constrained layer damping tend to reduce window transparency. Therefore this paper focuses on an active approach utilizing compact decentralized control units distributed around the perimeter of the window. Each control unit consists of a triangularly shaped piezoelectric actuator, a miniature accelerometer, and analog electronics. Earlier work has shown that this type of system can increase damping up to approximately 1 kHz. However at higher frequencies the mismatch between the distributed actuator and the point sensor caused control spillover. This paper describes new anisotropic actuators that can be used to improve the bandwidth of the control system. The anisotropic actuators are composed of piezoelectric material sandwiched between interdigitated electrodes, which enables the application of the electric field in a preferred in-plane direction. When shaped correctly the anisotropic actuators outperform traditional isotropic actuators by reducing the mismatch between the distributed actuator and point sensor at high frequencies. Testing performed on a Plexiglas panel, representative of a helicopter window, shows that the control units can increase damping at low frequencies. However high frequency performance was still limited due to the flexible boundary conditions present on the test structure

Addiction to Work: A Critical Review of the Workaholism Construct and Recommendations for Assessment

Workaholism was first conceptualized in the early 1970s as a behavioral addiction, featuring compulsive use and interpersonal conflict. The current article briefly examines the empirical and theoretical literature over the past four decades. In relation to conceptualization and measurement, how the concept of workaholism has worsened from using dimensions based on anecdotal evidence, ad-hoc measures with weak theoretical foundation, and poor factorial validity of multidimensional conceptualizations is highlighted. Benefits of building on the addiction literature to conceptualize workaholism are presented (including the only instrument that has used core addiction criteria: the Bergen Work Addiction Scale). Problems estimating accurate prevalence estimates of work addiction are also presented. Individual and sociocultural risk factors, and the negative consequences of workaholism from the addiction perspective (e.g., depression, burnout, poor health, life dissatisfaction, family/relationship problems) are discussed. The current article summarizes how current research can be used to evaluate workaholism by psychiatric–mental health nurses in clinical practice, including primary care and mental health settings. [Journal of Psychosocial Nursing and Mental Health Services, 53 (10), 48-59.]

Training parents and educators on applied behaviour analysis (ABA). play-based, and speech-language interventions for students with Autism Spectrum Disorder (ASD)

This thesis explores the effectiveness of parent and educator-delivered interventions for school-age children with autism spectrum disorder (ASD). A literature review and two studies were conducted on data collected by the Secretaría de Educación y Cultura [Secretariat of Education and Culture] and Explora tu Potential A.C. [Explore your Potential A.C.] Project (SEC-ETP) to examine the outcomes of training and interventions for students diagnosed with ASD enrolled in public schools across the state of Sonora, Mexico, as well as their parents and educators. The first study aimed to assess the impact of parent and educator training on instructional self-efficacy, perceptions of a working alliance, and support provided by SEC. Results showed significant improvements in scores for instructional self-efficacy for parents and educators from in-person and teleconference training cohorts. However, there was a significant increase in scores related to play-related interventions for the teleconference parent cohort, but not the in-person cohort. The second study aimed to examine the effectiveness of parent-delivered interventions in the home setting and the parent and student outcomes. Results showed no significant improvements in ASD severity scores between pre and post-intervention periods. However, there were some notable relationships between measures of frequency of intervention and number of specific acquired skills. This thesis highlights the need for further research on parent and educator-delivered interventions for school-age children with ASD. The findings suggest that naturalistic development-based interventions (NDBIs) or ABA-based interventions complemented by NDBIs may be more appropriate in home and school settings and that there is a need for more robust support via training of parents and educators for interventions to effectively take place. Additionally, more research is needed to understand the limitations of these interventions and the potential biases that may have affected the results of the studies. The author's personal and professional investment in the development and implementation of the interventions, as well as in the publication of this work as a doctoral thesis, could have contributed to confirmation bias and affected the stakeholders' willingness to adhere to the intervention models and present the project in a positive light. It is important to carefully consider and address these conflicts of interest to ensure the reliability and credibility of the research findings

Search for CP violation in D0 and D+ decays

A high statistics sample of photoproduced charm particles from the FOCUS (E831) experiment at Fermilab has been used to search for CP violation in the Cabibbo suppressed decay modes D+ to K-K+pi+, D0 to K-K+ and D0 to pi-pi+. We have measured the following CP asymmetry parameters: A_CP(K-K+pi+) = +0.006 +/- 0.011 +/- 0.005, A_CP(K-K+) = -0.001 +/- 0.022 +/- 0.015 and A_CP(pi-pi+) = +0.048 +/- 0.039 +/- 0.025 where the first error is statistical and the second error is systematic. These asymmetries are consistent with zero with smaller errors than previous measurements.Comment: 12 pages, 4 figure

New FOCUS results on charm mixing and CP violation

We present a summary of recent results on CP violation and mixing in the charm quark sector based on a high statistics sample collected by photoproduction experiment FOCUS (E831 at Fermilab). We have measured the difference in lifetimes for the $D^0$ decays: $D^0 \to K^-\pi^+$ and $D^0 \to K^-K^+$. This translates into a measurement of the $y_{CP}$ mixing parameter in the \d0d0 system, under the assumptions that $K^-K^+$ is an equal mixture of CP odd and CP even eigenstates, and CP violation is negligible in the neutral charm meson system. We verified the latter assumption by searching for a CP violating asymmetry in the Cabibbo suppressed decay modes $D^+ \to K^-K^+\pi^+$, $D^0 \to K^-K^+$ and $D^0 \to \pi^-\pi^+$. We show preliminary results on a measurement of the branching ratio $\Gamma(D^{*+}\to \pi^+ (K^+\pi^-))/\Gamma(D^{*+}\to \pi^+ (K^-\pi^+))$.Comment: 9 pages, 6 figures, requires espcrc2.sty. Presented by S.Bianco at CPConf2000, September 2000, Ferrara (Italy). In this revision, fixed several stylistic flaws, add two significant references, fixed a typo in Tab.