Customer Service Employees and Discretionary Service Behavior: A Psychological Contract Model

We present a theoretical framework for explicating contact employee behavior during customer service encounters, labeled discretionary service behavior (DSB). The model takes an organizational justice perspective, incorporating psychological contracts and fairness perceptions. We define DSB, examine potential antecedents, present research propositions related to the model, and discuss potential organizational outcomes

Psychological Contracts, OCB and Customer Service: An Exploratory Examination

This paper examines the relationships among the psychological contract, fairness, OCB, and customer service. We report on two exploratory studies that provide insight into psychological contract violations and subsequent perceptions of fairness, as well as OCB activity. A linkage is made between psychological contracts and behavior directed internally and those directed externally (i.e., customer service). We extend the current theory to suggest implications for effectively managing customer service employee OCB. Finally, suggestions are made for both practice and future research to be conducted in a multidisciplinary design

Virtual HR Departments: Getting Out of the Middle

In this chapter, we explore the notion of virtual HR departments: a network-based organization built on partnerships and mediated by information technologies in order to be simultaneously strategic, flexible, cost-efficient, and service-oriented. We draw on experiences and initiatives at Merck Pharmaceuticals in order to show how information technology in establishing an infrastructure for virtual HR. Then, we present a model for mapping the architecture of HR activities that includes both internal and external sourcing options. We conclude by offering some recommendations for management practice as well as future research

African American Women: The Role of Education, Spirituality, and Resilience in their Transition from Poverty

African American women born into impoverished families often have difficulty moving beyond their low socioeconomic circumstances (Cozarelli, Wilkinson, & Tagler, 2001). Although education has been shown to influence the lives of African American women, limited research has been conducted relative to the influence of education in their transition from poverty. Also, while there is considerable evidence regarding the authoritative role of spirituality in the lives of women, and for African American women in particular (Mattis, 2002), little research has focused on how African American women utilized spirituality as a source of strength in response to the challenges of poverty. The purpose of this transcendental phenomenological study was to examine the lived experiences of African American women who were born and reared in impoverished families; yet, these women have transitioned from poverty and function as successful adults. A phenomenological design allowed for a deeper investigation into the stories of 10 participants and provided a deeper understanding of the lived experiences of these women (Moustakas, 1994). Upon completion of face-to-face interviews with each of the study participants, data were analyzed and as a result, nine major themes emerged: (a) Setting Goals; (b) Support Systems; (c) Hard Work and Determination; (d) Opens Doors of Opportunity; (e) Never Give Up; (f) Having a Personal Relation with God/Jesus Christ; (g) Tithing and Giving; (h) Resilience within my own Culture; and (i) Church is Important

Environmental symbol recognition across neurologically damaged and non-damaged individuals: Building a case for the Environmental Symbol Recognition Test

Research suggests that patients with aphasia perform significantly poorer than neurologically normal subjects in all areas of symbolic recognition except for via iconographic symbols. This work is an expansion of a previous study on an environmental symbol recognition test (ESRT). Stimuli on the ESRT include company logos, highway signs, and environment ideograms. Results indicate a significant difference in performance between the neurologically normal (N=41) and neurologically impaired (N=82). Between group comparisons were also found to be significant (i.e. TBI, L Hemisphere w/aphasia). Further, comparison with Aphasia Diagnostic Profile (ADP) performance for a subset of neurologically impaired subjects, yielded significant correlations between ADP subtests and the ESRT score

The Investigation of Treatment Outcomes for Adults with Chronic Brain Injury following Intensive Multidisciplinary Treatment

Following efficacy research supporting intensive treatment in chronic brain injury, this study investigated an interdepartmental, university-based, intensive treatment program. Eighteen participants composed the Intensive, Weekly and No Treatment groups. Results suggested that the Intensive Group incurred significant gains on the CADL-2 with the strongest communication gains 6 weeks post treatment. Additionally, the Intensive Group reported more daily post-treatment happiness and communication satisfaction than the Weekly Group with improved ambulation following 3 weeks of modified Tai Chi. Results suggest that university training programs may offer an effective, cost-effective service delivery option for this population

Computer Supported Strategic Management

This paper presents an overview of the essential components of effective strategic management and a detailed description of the methodology for leading an organization through the strategic management process. This process can be extremely time consuming and can easily fall victim to pep rally thinking, rather than producing useful critical evaluation.The authors have successfully used GroupSystems software, one of a limited number of software products designed to support meetings, to significantly reduce the amoimt of time required for meetings and to improve the level of independent, unbiased input from participants. The parallel processing afforded by the software typically reduced meeting time from one-third to one-half that of face-to-face meetings, and the input anonymity feature of the software encouraged insightful candor from participants. The GroupSystems seuip for each of the computer-supported meetings is detailed to illustrate how software of this type can be used to make strategic management efforts more successful. (GroupSystems is a registered trademark of Ventana Corporation, Tucson, Arizona.

NLM Informationist Grant – Web Assisted Tobacco Intervention for Community College Students

In 2012 the National Library of Medicine awarded several academic medical libraries informationist grants to become embedded with a research team for the purposes of data management. The University of Rochester Medical Center was among those recipients. This article will give background on the research project and team that won the grant, discuss the process of applying for the grant, identify the data management role that the informationist librarians have agreed to work on, how they embedded into the research team, and relay lessons learned thus far in the project

Glass Ceiling Effect in Lithuanian Private Sector, What Holds Women Back from Moving to the Top Positions.

The study explores the relationship between glass ceiling perceptions, promotion, and leadership opportunities for the workplace middle-management position in Lithuania. For this study, data was collected using an online questionnaire distributed using the “LinkedIn” social network. Of the total number of participants 725, 521 were females (72 percent), and 204 were male (28 percent). Of the 725 participants, 379 (52 percent) agreed or somewhat agreed that there is gender inequality in the workplace in Lithuania. While the results suggest the perception of a glass ceiling still exists in Lithuania, the results were not extremely explicit as many of the responses fell between the “somewhat agree” and “neutral” range. The European Institute for Gender Equality states that Lithuania would receive a high impact from gender equality it could lead to a 12 percent increase of GDP by 2050, creating additional job places for women. (EIGE, 2019). To test the economic influence for the Lithuanian economy in the face of glass ceiling, almost 300 out of 725 (41 percent) participants agreed that they would not remain in their job if the amount of gender inequality increased, even choosing that it would lead to their choice leaving their job or in extreme cases Lithuania. There has been no significant difference between male and female perceptions about leadership and promotion. Both genders value the most flexible work schedule and balance between work and their personal life, as well as recognition for achievements that they bring to the company