Impact of Information Technology on Employee Attitudes: A Longitudinal Field Study

This longitudinal study examined the impact of an information technology system on the job and employee attitudes in a parts distribution center for a Fortune 500 company. Data were collected prior to, during, and following the implementation of an automated information technology system. Results of both the within subjects (N=24) and between subjects (N=58) analyses indicated that the automated technology reduced motivational and increased mechanistic aspects of the job as well as reduced employee attitudes

Customer Service Providers’ Attitudes Relating to Customer Service and Customer Satisfaction in the Customer–Server Exchange

The authors proposed and tested a model describing the relationship between customer service providers’ perceptions and attitudes toward their service-related duties and their customers’ perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees’ perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers’ customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers’ customer orientation was strongly related to customers’ satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone

Do the Benefits of Family-to-Work Transitions Come at Too Great a Cost?

This research examines the impact of role boundary management on the work-family interface, as well as on organizational (job embeddedness) and family (relationship tension) outcomes. First, we integrate conservation of resources theory with crossover theory, to build a theoretical model of work-family boundary management. Second, we extend prior work by exploring positive and negative paths through which boundary management affects work and family outcomes. Third, we incorporate spouse perceptions to create a dynamic, systems-perspective explanation of the work-family interface. Using a matched sample of 639 job incumbents and their spouses, we found that family-to-work boundary transitions was related to the job incumbents\u27 work-to-family conflict, work-to-family enrichment, and job embeddedness as well as the boundary management strain transmitted to the spouse. We also found that the boundary management strain transmitted to the spouse mediated the relationship between family-to-work boundary transitions and both work-to-family conflict and work-to-family enrichment. Finally, we found significant indirect effects between family-to-work boundary transitions and job embeddedness and relationship tension through both the boundary management strain transmitted to the spouse and the incumbent\u27s work-family conflict, but not through work-family enrichment. Thus, family-to-work boundary transitions offer some benefits to the organization by contributing to job embeddedness, but they also come at a cost in that they are associated with work-family conflict and relationship tension. We discuss the study\u27s implications for theory, research, and practice while suggesting new research directions

Factors Influencing Real Estate Brokerage Sales Staff Performance

This research examined factors that affect residential real estate sales staff performance from sixteen firms of various sizes in different residential markets. The human capital model was related to sales staff commission earnings. A psychological factors model and management systems model were introduced that explained variance beyond that accounted for by the human capital model. Multiple regression analysis demonstrated that five of the twenty-seven variables examined accounted for most of the statistically significant variance. These variables included gender, hours worked per week, amount of formal education, work satisfaction, and reputation of the firm. Suggestions on how to utilize the findings regarding those variables related to earnings, as well as those not related, are briefly discussed.

Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions, Standards for Service, and Service Process Outcomes

A model of customer service behavior and outcomes was proposed and tested among managerial-supervisory personnel (N = 250) from 11 hotel properties within six large national and international hotel companies. Confirmatory factor analyses yielded a reliable approach to examine elements of customer service and outcomes in a service-based setting. Specifically, organizational support was represented by two independent dimensions of coworker support and supervisory support. A dimension of standards for service was presented and validated as a central mediating factor in the perception of service processes, along with customer (guest) orientation, job satisfaction, organizational commitment, and turnover intentions as outcome measures in a path model of customer service behavior

Customer Service Employees’ Behavioral Intentions and Attitudes: An Examination of Construct Validity and a Path Model

Customer service employees (N = 386) from a variety of service-based organizations (e.g., hotels, restaurants, and retail stores) were sampled in a cross-sectional design to assess the construct validity and predictive utility of measures of: (a) perceptions of organizational support, (b) organizational commitment, (c) job satisfaction, (d) intent to quit, and (e) life satisfaction and to assess the appropriateness of use and the impact of these scales within a service-based context. The construct validity of the measures was assessed through the application of confirmatory factor analysis, while the predictive character of the proposed path models was assessed using path analysis. Results indicated that the measures of job satisfaction, intent to quit, and life satisfaction demonstrated acceptable construct validity within the service context sampled, while the measures of organizational support and commitment received mixed support due to problems with measurement error and item specification. The analyses of the path models revealed that: (a) perceived organizational support strongly and significantly influenced job satisfaction and organizational commitment, (b) job satisfaction had a unidirectional impact upon life satisfaction, (c) despite a strong correlation, job satisfaction displayed a limited predictive impact on organizational commitment, and (d) intent to quit was influenced by both job satisfaction and organizational commitment

To which world regions does the valence–dominance model of social perception apply?

Over the past 10 years, Oosterhof and Todorov’s valence–dominance model has emerged as the most prominent account of how people evaluate faces on social dimensions. In this model, two dimensions (valence and dominance) underpin social judgements of faces. Because this model has primarily been developed and tested in Western regions, it is unclear whether these findings apply to other regions. We addressed this question by replicating Oosterhof and Todorov’s methodology across 11 world regions, 41 countries and 11,570 participants. When we used Oosterhof and Todorov’s original analysis strategy, the valence–dominance model generalized across regions. When we used an alternative methodology to allow for correlated dimensions, we observed much less generalization. Collectively, these results suggest that, while the valence–dominance model generalizes very well across regions when dimensions are forced to be orthogonal, regional differences are revealed when we use different extraction methods and correlate and rotate the dimension reduction solution.C.L. was supported by the Vienna Science and Technology Fund (WWTF VRG13-007); L.M.D. was supported by ERC 647910 (KINSHIP); D.I.B. and N.I. received funding from CONICET, Argentina; L.K., F.K. and Á. Putz were supported by the European Social Fund (EFOP-3.6.1.-16-2016-00004; ‘Comprehensive Development for Implementing Smart Specialization Strategies at the University of Pécs’). K.U. and E. Vergauwe were supported by a grant from the Swiss National Science Foundation (PZ00P1_154911 to E. Vergauwe). T.G. is supported by the Social Sciences and Humanities Research Council of Canada (SSHRC). M.A.V. was supported by grants 2016-T1/SOC-1395 (Comunidad de Madrid) and PSI2017-85159-P (AEI/FEDER UE). K.B. was supported by a grant from the National Science Centre, Poland (number 2015/19/D/HS6/00641). J. Bonick and J.W.L. were supported by the Joep Lange Institute. G.B. was supported by the Slovak Research and Development Agency (APVV-17-0418). H.I.J. and E.S. were supported by a French National Research Agency ‘Investissements d’Avenir’ programme grant (ANR-15-IDEX-02). T.D.G. was supported by an Australian Government Research Training Program Scholarship. The Raipur Group is thankful to: (1) the University Grants Commission, New Delhi, India for the research grants received through its SAP-DRS (Phase-III) scheme sanctioned to the School of Studies in Life Science; and (2) the Center for Translational Chronobiology at the School of Studies in Life Science, PRSU, Raipur, India for providing logistical support. K. Ask was supported by a small grant from the Department of Psychology, University of Gothenburg. Y.Q. was supported by grants from the Beijing Natural Science Foundation (5184035) and CAS Key Laboratory of Behavioral Science, Institute of Psychology. N.A.C. was supported by the National Science Foundation Graduate Research Fellowship (R010138018). We acknowledge the following research assistants: J. Muriithi and J. Ngugi (United States International University Africa); E. Adamo, D. Cafaro, V. Ciambrone, F. Dolce and E. Tolomeo (Magna Græcia University of Catanzaro); E. De Stefano (University of Padova); S. A. Escobar Abadia (University of Lincoln); L. E. Grimstad (Norwegian School of Economics (NHH)); L. C. Zamora (Franklin and Marshall College); R. E. Liang and R. C. Lo (Universiti Tunku Abdul Rahman); A. Short and L. Allen (Massey University, New Zealand), A. Ateş, E. Güneş and S. Can Özdemir (Boğaziçi University); I. Pedersen and T. Roos (Åbo Akademi University); N. Paetz (Escuela de Comunicación Mónica Herrera); J. Green (University of Gothenburg); M. Krainz (University of Vienna, Austria); and B. Todorova (University of Vienna, Austria). The funders had no role in study design, data collection and analysis, decision to publish or preparation of the manuscript.https://www.nature.com/nathumbehav/am2023BiochemistryGeneticsMicrobiology and Plant Patholog