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Linking customer mistreatment to employees’ helping behaviour: a self-efficacy perspective of autonomous and dependent helping
Abstract
Purpose
Drawing on the self-cognitive theory, this study aims to propose a conceptual model that links customer mistreatment with different types of helping behaviors through the self-efficacy mechanism.
Design/methodology/approach
The empirical analysis made use of the original data of three hotels located in southern China. The authors tested the hypotheses with a three-wave survey of a sample of 430 frontline workers in 95 groups.
Findings
Customer mistreatment may reduce employees’ self-efficacy, which has both positive and negative effects depending on the type of helping. Moreover, the coworkers’ supporting climate buffered the influence of self-efficacy on autonomous and dependent helping.
Originality/value
The authors resolve the ambiguity surrounding customer mistreatment-helping and self-efficacy-helping relations. Thus, the authors extend the knowledge on the influence of customer mistreatment and self-efficacy on helping behaviors by establishing that both positive and negative effects may exist depending on the type of helping. Moreover, this study identifies the predictive role of self-efficacy in autonomous and dependent helping.
... While these studies highlight the "paradoxical" impacts of customer mistreatment, their theoretical frameworks predominantly concentrate on resource or appraisal perspectives, failing to delve into the specifics of how employees can disentangle themselves from or become embroiled in the negative emotions that stem from such mistreatment. A meta-analysis conducted by Wu, Chen, and Wang (2023) found that among many variables, the effect size between customer mistreatment and negative emotions was the largest (ρ = .35). Moreover, Wu, Chen, and Wang (2023) found that negative emotions mediate the negative impacts of customer mistreatment on other outcome variables such as service employee attitudes, emotional labor, and service performance. ...
... A meta-analysis conducted by Wu, Chen, and Wang (2023) found that among many variables, the effect size between customer mistreatment and negative emotions was the largest (ρ = .35). Moreover, Wu, Chen, and Wang (2023) found that negative emotions mediate the negative impacts of customer mistreatment on other outcome variables such as service employee attitudes, emotional labor, and service performance. From this, it can be inferred that the ability to distance oneself from negative emotions triggered by mistreatment is crucial for employees' recovery and potential growth. ...
... As Hwang et al. (2022) noted, hospitality services are often consumed in public settings. Thus, coworkers can observe customer mistreatment and assist affected employees by providing support, such as by offering a listening ear (e.g., Baker & Kim, 2021;Wu, Chen, & Wang, 2023). These findings also align with self-distancing theory, which posits that relational tools (e.g., talking with others) can serve as effective distancing strategies (Kross et al., 2023). ...
Recent research has explored employees' functional and dysfunctional reactions to customer mistreatment, acknowledging the diverse impacts it can have. Drawing on self-distancing theory, this study offers a novel investigation into hospitality employees' varied reactions to daily customer mistreatment and identifies the boundary conditions that influence these responses. Using an experience sampling method research design, we conducted a ten-day daily diary survey of 82 hotel employees. Our results reveal that when hospitality employees adopt a self-distanced perspective following daily customer mistreatment, they are more likely to engage in problem-solving pondering during the evening, which leads to enhanced next-day proactive customer service performance. In contrast, when they adopt a self-immersed perspective, they tend to engage in affective rumi-nation during the evening, which increases next-day service sabotage. Additionally, daily coworker reframing strengthens the relationship between daily customer mistreatment and problem-solving pondering during the evening and enhances the mediating role of problem-solving pondering during the evening between daily customer mistreatment and next-day proactive customer service performance. Conversely, daily venting with coworkers reinforces the connection between daily customer mistreatment and affective rumination during the evening, and intensifies the mediating effect of affective rumination during the evening between daily customer mistreatment and next-day service sabotage.
... For instance, Wang et al. (2013) found that telephone service workers are particularly susceptible to being subjected to this behavior, and encounter an average of approximately 10 verbal assaults daily. This pervasive phenomenon has garnered increasing academic scrutiny, thus revealing its deleterious effect on work-related behaviors and attitudes (Koopmann et al., 2015;Wu et al., 2023;Ye et al., 2024). ...
Purpose
Based on the stressor-detachment theory, this study aims to investigate the effect of daily customer mistreatment on proactive service performance and ego depletion, mediated by psychological detachment inhibition during the evening. Additionally, this study endeavors to investigate the dual moderating role of prosocial motivation.
Design/methodology/approach
A time-lagged, diary daily survey involving 74 participants over 8 consecutive workdays was conducted to test the hypotheses.
Findings
The findings indicate that the psychological detachment inhibition during the evening of Day t mediates the impact of Day t’s customer mistreatment on Day t + 1’s proactive service performance and ego depletion. Furthermore, although prosocial motivation was found to intensify the impact of customer mistreatment on psychological detachment inhibition, it alleviated the negative association between psychological detachment inhibition and proactive service performance.
Research limitations/implications
When employees experience customer mistreatment, hospitality managers should not only provide emotional reassurance and resolve any related issues promptly but also encourage employees to engage in activities that distract them and help them to relax and recharge, especially for those who exhibit high prosocial motivation. Moreover, hiring employees with high prosocial motivation is recommended for hospitality organizations to enable them to maintain high service performance.
Originality/value
This study focuses on psychological detachment inhibition during the evening linking within-person design and daily spill-over impact, enriching the mechanisms through which the repercussions of daily customer mistreatment extend beyond the immediate workday and affect individuals’ outcomes. This study also expands upon the existing literature by clarifying the dual aspects – both detrimental and beneficial – of prosocial motivation.
... Organizations with a high caring climate foster cooperation, especially in the face of challenges such as dysfunctional customers, by encouraging information sharing that benefits employees' wellbeing (Kao et al., 2014). Notably, low-quality interactions, like dysfunctional customer behavior, can undermine service employees' belief in their efficacy due to the emotional toll it takes (Wu et al., 2023). A caring climate counters this by bolstering individuals' self-worth and attachment to their work. ...
Purpose
This study aims to explore the influence of green participative leadership on hotel employees’ pro-environmental behavior. Additionally, we seek to analyze the mediating role of green self-efficacy in this relationship while examining how environmental awareness moderates the connection between green participative leadership and green self-efficacy.
Design/methodology/approach
In this study, we distributed questionnaires to 546 employees working in the Chinese hotel industry. We used partial least squares structural equation modeling (PLS-SEM) to analyze the data and test the hypothesized relationships in our model.
Findings
The present study shows that green participative leadership positively influences employees’ pro-environmental behavior, with this relationship being partially mediated by green self-efficacy. Furthermore, environmental awareness significantly moderates the connection between green participative leadership and green self-efficacy.
Practical implications
The findings of this study offer valuable insights for hotel industry managers and policymakers in developing effective strategies for fostering a sustainable work environment. By embracing green participative leadership, hotels can inspire and engage employees to adopt environmentally friendly practices, ultimately contributing to the hotel’s overall sustainability.
Originality/value
This research expands the existing literature by proposing an integrative model that connects green participative leadership, green self-efficacy, environmental awareness and pro-environmental behavior. As a pioneering study within the Chinese hotel industry, it offers unique contextual insights that can help advance environmental sustainability in this sector.
Our study proposes and tests a moderated mediation model where (a) thriving at work mediates the linkage between high-performance human resource practices (HPHRPs) and innovative behavior; (b) self-enhancement motive moderates the impacts of HPHRPs on thriving at work; and (c) self-enhancement motive moderates the indirect positive effects of HPHRPs on innovative behavior via thriving at work. Data were collected from hotel managers and their frontline employees. The results from partial least squares structural equation modeling reveal that thriving at work is a mediator between HPHRPs and innovative behavior, while self-enhancement motive strengthens the positive link between HPHRPs and thriving at work. The results further demonstrate that self-enhancement motive strengthens the indirect positive effects of HPHRPs on innovative behavior via thriving at work. Our study presents implications for managers and theoretical implications that focus on the test of unexplored moderating and moderated mediating effects mentioned above.
Keywords: High-performance human resource practices, Hotel employees, Innovative behavior, Self-enhancement motive, Thriving at work
Although hundreds of studies have found a positive relationship between self-efficacy and performance, several studies have found a negative relationship when the analysis is done across time (repeated measures) rather than across individuals. W. T. Powers (1991) predicted this negative relationship based on perceptual control theory. Here, 2 studies are presented to (a) confirm the causal role of self-efficacy and (b) substantiate the explanation. In Study 1, self-efficacy was manipulated for 43 of 87 undergraduates on an analytic game. The manipulation was negatively related to performance on the next trial. In Study 2, 104 undergraduates played the analytic game and reported self-efficacy between each game and confidence in the degree to which they had assessed previous feedback. As expected, self-efficacy led to overconfidence and hence increased the likelihood of committing logic errors during the game.
Purpose
Drawing on the conservation of resource theory and emotional contagion perspective, this study aims to propose that customer mistreatment has an indirect effect on subsequent customer mistreatment by triggering high levels of surface acting. In other words, there is a vicious circle formed as a result of customer mistreatment and surface acting. This paper further argues that emotional regulation and conscientiousness are effective in breaking this vicious circle.
Design/methodology/approach
An experience sampling study was conducted on 97 frontline service employees in a hotel chain’s restaurants in China, with two daily surveys for ten consecutive days. Multilevel path analyses were used to test the hypotheses.
Findings
The results indicate that employees experiencing customer mistreatment in the morning would adopt the surface acting strategy more frequently in the afternoon, which in turn induces more customer mistreatment in the afternoon. Further, this indirect effect can be mitigated by high (versus low) levels of emotional regulation and conscientiousness.
Originality/value
Recently, there has been growing recognition of the vital links between customer mistreatment and negative employee outcomes. However, these studies have failed to consider the carryover effect of customer mistreatment. To the best of the authors’ knowledge, this is the first pioneer study on whether and how customer mistreatment can affect subsequent instances of customer mistreatment, thereby offering a more comprehensive understanding of the consequences of customer mistreatment.
Purpose
This daily diary study aims to examine the influences of daily poor sleep quality on employees’ emotional exhaustion at work via negative affect at home. Additionally, this study examines the moderating effects of day-level customer mistreatment and person-level workplace mindfulness in hotel frontline employees’ daily spillover from the nonwork domain to the work domain.
Design/methodology/approach
An experience sampling method was applied, and the survey data were collected from 98 frontline service employees in the hotel industry in China. This study included a one-time initial survey and a ten-day daily diary study.
Findings
This study reveals that frontline service employees’ poor sleep quality of the previous night influences their emotional exhaustion after work through negative affect at home. On days when employees perceived a low level of customer mistreatment, the daily positive association between negative affect at home and emotional exhaustion after work would be attenuated. Moreover, employees with a higher level of workplace mindfulness are less likely to be influenced by the negative affect at home.
Practical implications
This study suggests that hospitality organizations should extend their focus on caring about employees’ nonwork life quality, such as improving daily sleep quality and providing workplace mindfulness trainings.
Originality/value
This study adds to the current literature on work and nonwork spillover by considering the spillover process from employees’ nonwork domains to work domains by taking a dynamic and multilevel perspective.
In COVID-19, guidelines recommend a urinalysis on hospital admission as SARS-CoV-2 renal tropism, post-mortem, was associated with disease severity and mortality. Following the hypothesis from our pilot study, we now validate an algorithm harnessing urinalysis to predict the outcome and the need for ICU resources on admission to hospital. Patients were screened for urinalysis, serum albumin (SA) and antithrombin III activity (AT-III) obtained prospectively on admission. The risk for an unfavorable course was categorized as (1) “low”, (2) “intermediate” or (3) “high”, depending on (1) normal urinalysis, (2) abnormal urinalysis with SA ≥ 2 g/dL and AT-III ≥ 70%, or (3) abnormal urinalysis with SA or AT-III abnormality. Time to ICU admission or death served as the primary endpoint. Among 223 screened patients, 145 were eligible for enrollment, 43 falling into the low, 84 intermediate, and 18 into high-risk categories. An abnormal urinalysis significantly elevated the risk for ICU admission or death (63.7% vs. 27.9%; HR 2.6; 95%-CI 1.4 to 4.9; p = 0.0020) and was 100% in the high-risk group. Having an abnormal urinalysis was associated with mortality, a need for mechanical ventilation, extra-corporeal membrane oxygenation or renal replacement therapy. In conclusion, our data confirm that COVID-19-associated urine abnormalities on admission predict disease aggravation and the need for ICU (ClinicalTrials.gov number NCT04347824).
Conservation of resources (COR) theory proposes that mistreatment by customers (termed “customer mistreatment”) can deplete employees’ resources, lessen their ability to regulate their behaviors, and result in them engaging in customer-directed deviant behavior. However, COR has been criticized for its lack of precision regarding how this process unfolds. Integrating the person-situation interactionist perspective with COR theory, the present paper aims to provide a deeper understanding of COR theory by explicating how individual characteristics and work context—namely, psychological detachment and supervisory unfairness—can combine to attenuate/exacerbate the relationship between customer mistreatment and employees’ customer-directed deviant behavior. Using a multilevel field study with 1,092 daily-based surveys among 157 Korean call-center representatives, our results show that frontline employees’ emotional exhaustion mediates the relationship between customer mistreatment and customer-directed deviant behavior that occurs on the next working day. When faced with customer mistreatment, employees with lower (vs. higher) psychological detachment were more likely to be emotionally exhausted and engage in customer-directed deviant behavior on the next working day. Moreover, their emotional exhaustion predicted customer-directed deviant behavior more so when their supervisors treated them unfairly (vs. fairly). Taken together, the results show that the mediating effect of emotional exhaustion was strongest among employees with low (vs. high) psychological detachment and who reported more (vs. less) supervisory unfairness. Theoretical, methodological, and practical implications as well as directions for future research are discussed.
Although previous research suggests that regulatory focus matters for organizational citizenship behaviors, it is unclear how promotion and prevention focus relate to such behaviors. Integrating regulatory focus theory with theories of self-regulation, we propose a conceptual model that links trait promotion and prevention foci with specific citizenship behaviors through an emotion-related self-regulation mechanism. Using a sample of 227 nurses working in a hospital context, we observed that trait promotion focus and trait prevention focus predict helping and voice via differential effects on emotional exhaustion. Specifically, trait promotion focus had unconditional indirect effects on helping (positive) and voice (negative) through lower levels of emotional exhaustion. In contrast, trait prevention focus was positively related to voice but negatively related to helping through higher levels of emotional exhaustion. Moreover, these indirect effects of trait prevention focus were moderated by employees’ reappraisal of their emotional experiences at work, such that trait prevention focus had weaker relations with helping and voice when reappraisal was higher (vs. lower). We discuss theoretical and practical implications of these findings and highlight avenues for future research.
Whilst previous studies indicate perceived company ethicality as a driver of job seekers’ job-pursuit intentions, it is poorly understood how and why ethical market signals actually affect their application decisions. Perceptions of company ethicality result from market signals that are either within the control of the company (e.g. ethical certifications) and from market signals that are beyond the company’s control (e.g. ethical eWoM). Building on communication and information processing theories, this study therefore considers both types of ethical market signals, and examines the psychological mechanisms through which they affect job seekers’ intention to apply for a job. The results from a controlled online experiment show that both types of ethical market signals increase job seekers’ job-pursuit intentions. These relationships are mediated by applicants’ attitude towards the job advertisement, their perceptions of corporate employment image and self-referencing. Consequently, the present study alerts practitioners to consider the effects of company-controlled and non-company-controlled ethical market signals, particularly when aiming to recruit highly-qualified millennial candidates.
This study examined the relationship of goal orientation and performance over a series of 2 challenging performance events. After providing performance feedback on the 1st event, the authors found that the relationship between a learning goal orientation and performance remained positive for the 2nd event, the relationship between a proving goal orientation and performance diminished from a positive to a nonsignificant level, and the relationship between an avoiding goal orientation and performance remained negative. Data analysis also indicated that the relationships between the 3 goal orientation dimensions and the performance event were differentially mediated by goal setting, self-efficacy, and effort.
Purpose
The purpose of the present research is to investigate the mechanisms by which conflict with customers (i.e., customer mistreatment) contributes to employees’ work withdrawal.
Design/methodology/approach
This paper tests its hypotheses by means of a field study of a sample of front-line health care workers in China. Data were collected in three waves over four months; a total of 398 health care workers completed the questionnaires and represented our final sample. A hierarchical multiple regression analysis was performed to test the proposed hypotheses.
Findings
The results indicate that mistreatment by customers contributes to employees’ work withdrawal, and emotional exhaustion serves as a mediator in this linkage. In addition, social support moderates the positive relation between customer mistreatment and employees’ emotional exhaustion, while conscientiousness moderates the positive relation between emotional exhaustion and withdrawal behavior.
Research limitations/implications
The sample used may not fully justify the generalizability of the research results. Without distinguishing different sources of social support may be another limitation. In addition, this study could be improved by using a multi-source survey design.
Practical implications
To help employees effectively cope with interpersonal conflict with customers, organizations should take action to promote communication between employees, and their supervisors and coworkers. It is also advisable for organizations to adjust their selection strategies and hire front-line employees high in conscientiousness.
Originality/value
This research presents a resource-based framework to illuminate the detrimental effects of prolonged exposure to customer mistreatment on health care workers’ withdrawal behavior in Chinese context. Furthermore, this study examines factors that may serve to mitigate the harmful effects of customer mistreatment, and regards workplace social support and conscientiousness as two different kinds of resources that can play dissimilar roles when employees are coping with customer mistreatment.
We apply a social mindfulness lens (Van Doesum, Van Lange, & Van Lange, 2013) to understand the phenomenon of perceived customer mistreatment. Recognizing that both recall of prosocial acts and perspective taking invoke the motivation to be mindful in social interactions, we investigated whether these two types of interventions affect customer service employees’ experience of customer mistreatment. Additionally, we investigated whether these two
interventions might also buffer the relation of employees’ daily experience of customer mistreatment and their negative mood at the end of the workday. Finally, we examined whether the interventions, via their effects on daily experience of customer mistreatment and afternoon negative mood, could reduce dysfunctional coping responses in the evening (i.e., employee rumination and maladaptive shopping). We conducted a within-person field experiment utilizing
a daily experience sampling approach with 94 customer service employees whom we surveyed for 15 consecutive workdays. Consistent with our expectations, both interventions significantly
reduced the daily experience of customer mistreatment compared to a control condition. Recall of prosocial action also significantly buffered the positive relation of daily experience of customer mistreatment with afternoon negative mood. Moreover, both interventions had
significant indirect effects on dysfunctional coping responses in the evening. We discuss theoretical and practical implications of these findings.
Presents an integrative theoretical framework to explain and to predict psychological changes achieved by different modes of treatment. This theory states that psychological procedures, whatever their form, alter the level and strength of self-efficacy. It is hypothesized that expectations of personal efficacy determine whether coping behavior will be initiated, how much effort will be expended, and how long it will be sustained in the face of obstacles and aversive experiences. Persistence in activities that are subjectively threatening but in fact relatively safe produces, through experiences of mastery, further enhancement of self-efficacy and corresponding reductions in defensive behavior. In the proposed model, expectations of personal efficacy are derived from 4 principal sources of information: performance accomplishments, vicarious experience, verbal persuasion, and physiological states. Factors influencing the cognitive processing of efficacy information arise from enactive, vicarious, exhortative, and emotive sources. The differential power of diverse therapeutic procedures is analyzed in terms of the postulated cognitive mechanism of operation. Findings are reported from microanalyses of enactive, vicarious, and emotive modes of treatment that support the hypothesized relationship between perceived self-efficacy and behavioral changes. (21/2 p ref)
This paper presents integrated sets of studies testing whether stable personal tendencies in help-seeking behavior: autonomy-oriented (asking for help to learn how to fix a problem) versus dependency-oriented (asking someone else to fix it) could be established and reliably assessed. We report on the reliability and validation of a new self-report, Likert-scaled measurement of autonomous and dependent help-seeking styles. The five studies in three different cultural populations include exploratory and confirmatory factor analyses, cross-cultural comparisons, analysis of ecological and predictive validity in both academic and job settings, and an examination of the questionnaire's convergent validity(total n = 1047). Self-reported preference for autonomy-oriented help predicted higher ratings of performance by supervisors in job settings. Dependency-oriented help seeking was found to be associated with an avoidance temperament and a performance avoidance goal orientation, and autonomy-oriented help seeking with an approach temperament and a mastery approach goal orientation. Suggestions for further theoretical research and practical applications of the new scale are discussed.
Drawing from the literature on behavioral spillover effects, the work-home resources model and research on helping at work, we investigate how help provision at work spills over to influence the provision of spousal support at home by examining a resource generation mechanism and a resource depletion mechanism. Across two experience-sampling studies, we collected data from employees and their spouses multiple times per day in different domains for ten workdays. Results from our two-study examination supported both the resource generation mechanism and the resource depletion mechanism. On days when employees helped colleagues more, they reported higher positive affect, which led to higher support provision to their spouses; meanwhile, higher levels of helping translated in less time for the family, which led to lower support provided to spouses. In Study 2, we tested and found that prosocial motivation enhanced the resource-generating effect of help provision. Theoretical and practical implications are discussed.
Mistreatment by customers is a common occurrence for many frontline service employees. While some evidence suggests that employees engage in dysfunctional workplace behaviors as a result of mistreatment, others studies have suggested that employees may cope with such negative experiences by helping others. Drawing on negative state relief theory, we conducted two studies to test these relationships and examine whether service employees cope with negative emotions arising from such daily customer mistreatment by engaging in helping others. In Study 1, daily surveys from 70 restaurant employees showed that daily customer mistreatment predicted the experience of negative moods the next morning, which in turn led to higher levels of coworker helping the next day. In Study 2, daily surveys from 54 retail employees showed that daily customer mistreatment led to higher customer helping the next day, but only when customer orientation was high. Our results further show that helping behavior was associated with elevated positive affective experiences and that the proposed relationships differ depending on whether customer mistreatment is measured at a daily or a cumulative perspective. Specifically, cumulative customer mistreatment over time decreased general helping. These findings are discussed in relation to the acute and cumulative coping employee strategies to mistreatment. This article is protected by copyright. All rights reserved
The teams literature suggests that team tenure improves team psychological safety climate and climate strength in a linear fashion, but the empirical findings to date have been mixed. Alternatively, theories of group formation suggest that new and longer tenured teams experience greater team psychological safety climate than moderately tenured teams. Adopting this second perspective, we used a sample of 115 research and development teams and found that team tenure had a curvilinear relationship with team psychological safety climate and climate strength. Supporting group formation theories, team psychological safety climate and climate strength were higher in new and longer tenured teams compared with moderately tenured teams. Moreover, we found a curvilinear relationship between team tenure and average team member creative performance as partially mediated by team psychological safety climate. Team psychological safety climate improved average team member task performance only when team psychological safety climate was strong. Likewise, team tenure influenced average team member task performance in a curvilinear manner via team psychological safety climate only when team psychological safety climate was strong. We discuss theoretical and practical implications and offer several directions for future research. (PsycINFO Database Record
The current study examined employee outcomes associated with customer mistreatment, conceptualizing customer mistreatment as signaling failure regarding employees’ pursuit of task and social goals at work. We argue that employees make internal attributions when experiencing customer mistreatment and are likely to engage in rumination because of this perceived goal failure. The goal of this article was to test this conceptualization and examine the outcomes of customer mistreatment–induced rumination as well as emotional labor strategies as potential protective mechanisms against customer mistreatment. Findings from time-lagged data collected from 737 call-center customer representatives indicated that cognitive rumination mediated the relationship between customer mistreatment and supervisor-rated job performance, customer-directed sabotage, employee well-being, and emotional exhaustion. The second mediator, social sharing of negative events, mediated the relationship between customer mistreatment and emotional exhaustion only. As expected, cognitive rumination was positively related to customer sabotage and emotional exhaustion and negatively related to job performance and well-being. Social sharing of negative events was positively related to both well-being and emotional exhaustion. Finally, we found that deep acting, but not surface acting, buffered the effects of customer mistreatment on cognitive rumination and social sharing. Limitations, future research directions, and managerial implications are discussed.
Previous research highlights how adept people are at emotional recovery after rejection, but less research has examined factors that can prevent full recovery. In five studies, we investigate how changing one's self-definition in response to rejection causes more lasting damage. We demonstrate that people who endorse an entity theory of personality (i.e., personality cannot be changed) report alterations in their self-definitions when reflecting on past rejections (Studies 1, 2, and 3) or imagining novel rejection experiences (Studies 4 and 5). Further, these changes in self-definition hinder post-rejection recovery, causing individuals to feel haunted by their past, that is, to fear the recurrence of rejection and to experience lingering negative affect from the rejection. Thus, beliefs that prompt people to tie experiences of rejection to self-definition cause rejection's impact to linger.
This chapter reviews the recent research on motivation, beliefs, values, and goals, focusing on developmental and educational psychology. The authors divide the chapter into four major sections: theories focused on expectancies for success (self-efficacy theory and control theory), theories focused on task value (theories focused on intrinsic motivation, self-determination, flow, interest, and goals), theories that integrate expectancies and values (attribution theory, the expectancy-value models of Eccles et al., Feather, and Heckhausen, and self-worth theory), and theories integrating motivation and cognition (social cognitive theories of self-regulation and motivation, the work by Winne & Marx, Borkowski et al., Pintrich et al., and theories of motivation and volition). The authors end the chapter with a discussion of how to integrate theories of self-regulation and expectancy-value models of motivation and suggest new directions for future research.
This study of perceived stress and communication networks fills 2 theoretical gaps in the literature: First, drawing predominantly on conservation of resource theory and faultline theory, we demonstrate the role of stress as an "engine of action" in network evolution. Second, we extend the stress literature to the interpersonal domain by arguing that others' levels of stress influence the individual's communication network, and this, in turn, changes his or her stress level. At 3 time points, we evaluated the communication ties and perceived stress in a unique field setting comprising 115 male participants (in 6 groups) performing group-based tasks. We introduce stochastic actor-based models for the coevolution of network ties and actor attributes, statistical models that enable causal inferences to be drawn regarding the interplay between dynamic networks and individual attributes. Using these models, we find that over time, individuals experiencing higher levels of perceived stress were less likely to create new communication ties and were more likely to maintain existing ties to others. Participants also tended to communicate with similarly stressed others. Such communication network dynamics further increased individuals' levels of perceived stress over time, leading to stress-related vicious cycles. We discuss organizational implications that relate to stress and network-related interventions. (PsycINFO Database Record
(c) 2015 APA, all rights reserved).
The relationship between perceived participative decision making and employee performance was examined in matched samples of employees-from the Hong Kong and U.S. branches of one organization. Self-efficacy in regard to participating in decisions and idiocentrism, moderated the relationship between perceived participative decision-making opportunity and individual performance. Perceptions of the participation efficacy of a work unit and allocentrism moderated the relationship between participative decision-making opportunity and group performance. Idiocentrism and allocentrism appeared to explain regional differences in how participative decision making and efficacy perceptions interacted to predict performance.
This study seeks to identify workplace conditions that influence the degree to which employees feel worn out, tired, or on edge attributed to engaging in organizational citizenship behavior (OCB) and also how this phenomenon, which we refer to as citizenship fatigue, is associated with future occurrences of OCB. Using data collected from 273 employees and their peers at multiple points in time, we found that the relationship between OCB and citizenship fatigue depends on levels of perceived organizational support, quality of team-member exchange relationships, and pressure to engage in OCB. Specifically, the relationship between OCB and citizenship fatigue is significantly stronger and positive when perceived organizational support is low, and it is significantly stronger and negative when the quality of team-member exchange is high and pressure to engage in OCB is low. Our results also indicate that citizenship fatigue is negatively related to subsequent acts of OCB. Finally, supplemental analyses reveal that the relationship between OCB and citizenship fatigue may vary as a function of the specific facet of OCB. We conclude with a discussion of the key theoretical and practical implications of our findings. (PsycINFO Database Record (c) 2014 APA, all rights reserved).
There are two typical approaches to requesting help: autonomy-oriented help-seeking (asking in order to learn how to fix a problem) versus dependency-oriented help-seeking (asking a helper to fix it). This article presents three studies demonstrating a systematic impact of a person's chronic or activated self-construal (interdependent vs. independent) that operates through activated regulatory focus (prevention vs. promotion) on these two help-seeking styles. The hypothesis was tested by measuring chronic self-construal, regulatory foci, and help-seeking styles (Study 3), and by priming self-construal (Study 1) and regulatory focus (Study 2). Results show that people with an independent self-construal and a promotion focus prefer autonomy-oriented help, whereas people with an interdependent self-construal and a prevention focus seek dependency-oriented help. Mediation analysis (Study 3) shows that regulatory focus is a mediator between self-construal and help-seeking styles. The conceptual and applied implications of these findings are discussed.
We extend the job demands–resources model to explain how and when rural migrants who work far from their families and provincial hometowns are more likely to leave jobs. Through two studies, we found that the geographical distance between employees' workplace and home village, representing a proxy for a wide range of migration demands and resources, may engender higher turnover intentions under some conditions. Specifically, employees' psychological contract fulfilment diminished positive associations between geographical distance and turnover intentions. Moreover, we demonstrated emotional exhaustion as an explanatory mechanism underlying the relationship between geographical distance and turnover intentions. Our investigation thus yielded greater insight into rural migrants' quit propensity by identifying geographical distance (a proxy for migration‐based demands and resources) as a key driver whose influence is mediated by emotional exhaustion and moderated by psychological contract fulfilment.
Practitioner points
Proposed and found that geographical distance between migrants' workplace and hometown was a proxy for various (increased) demands and (decreased) resources that are intrinsically tied to employment location rather than job content. Through increasing emotional exhaustion, geographical distance may lead to high turnover intentions among workers under certain conditions (i.e., when psychological contract was violated).
When export‐processing zones organizations consider keeping employees, they must address how long geographical distance from home can exhaust migrants' mental and physical resources and therefore engender turnover through energy depletion (i.e., a state of exhaustion). Provided that geographical distance is an unavoidable problem for organizations, firms can lessen the psychological and family costs of geographical distance through certain ways. Specifically, organizations can better fulfil psychological contracts, which can increase emotional attachment to organizations and thus lessen emotional exhaustion due to long family separations.
In this article, we provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development. We present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests. We discuss the comparative advantages of this approach over a one-step approach. Considerations in specification, assessment of fit, and respecification of measurement models using confirmatory factor analysis are reviewed. As background to the two-step approach, the distinction between exploratory and confirmatory analysis, the distinction between complementary approaches for theory testing versus predictive application, and some developments in estimation methods also are discussed.
Drawing on cognitive rumination theories and conceptualizing customer service interaction as a goal attainment situation for service employees, the current study examined employee rumination about negative service encounters as an intermediate cognitive process that explains the within-person fluctuations in negative emotional reactions resulting from customer mistreatment. Multilevel analyses of 149 call-center employees' 1,189 daily surveys revealed that on days that a service employee received more (vs. less) customer mistreatment, he or she ruminated more (vs. less) at night about negative encounters with customers, which in turn led to higher (vs. lower) levels of negative mood experienced in the next morning. In addition, service rule commitment and perceived organizational support moderated the within-person effect of customer mistreatment on rumination, such that this effect was stronger among those who had higher (vs. lower) levels of service rule commitment but weaker among those who had higher (vs. lower) levels of perceived organizational support. Theoretical and practical implications of these findings are discussed. (PsycINFO Database Record (c) 2013 APA, all rights reserved).
Although interest in multilevel organizational theory, research, and methods has been on the rise in recent years, vigorous debates in the literature regarding appropriate ways to conceptualize and measure multilevel constructs, justify aggregation, and analyze multilevel models have contributed to confusion. New investigators interested in testing multilevel theory are intrigued, but wary. The goal of this article is to cut through the confusion, identifying the critical choices and issues a researcher may confront as he or she shifts from a single level to a multilevel perspective. The authors address four primary choices—construct and measurement issues, model specification, research design and sampling, and data analyses— describing critical steps in conceptualizing and conducting multilevel research.
Workplace incivility research has focused on within-organizational sources of incivility, and less attention has been paid to outside-organizational sources such as customers. In a cross-sectional field study, the authors found that service employees (N = 307) who reported higher levels of uncivil treatment from customers engaged in higher levels of incivility toward customers. Specifically, the results show that customer incivility toward employees is related to employee incivility toward customers through job demands first and then emotional exhaustion. The authors discuss the implications of these results and highlight directions for future research.
This study focused on the role played by social support on the job from coworkers and supervisor in facilitating newcomer adjustment and in mitigating the effects of unmet-expectations stress. The literature on social support indicates that it has three kinds of impacts on stress and subsequent outcomes: a main effect on outcomes, a main effect on perceived stress, and a moderating effect on outcomes. The present study investigated the interrelationships of stress, social support, and outcomes at work, using a sample of newly graduated nurses in their first six months on full-time hospital jobs. A longitudinal design employing three waves of data collection was used. Social support was found to have important main effects in reducing the level of unmet-expectations stress and facilitating positive adjustment outcomes among newcomers.
Purpose
Based on the person-environment (P-E) fit theory, this study aims to explore the effect of customer mistreatment on the reduced service performance of hospitality employees mediated by person-job (P-J) fit perceptions and moderated by job crafting.
Design/methodology/approach
The authors tested this study’s hypotheses with a nine-day diary study involving 83 service employees located in Lanzhou, China; a total of 548 daily surveys were completed. The authors used multilevel structural equation modeling to analyze the data.
Findings
Employees who experienced daily customer mistreatment suffered diminished P-J fit perceptions, leading to lower levels of service performance the next day. In addition, job crafting significantly buffered the impact of customer mistreatment on P-J fit perceptions and the indirect impact of customer mistreatment on service performance through P-J fit perceptions.
Practical implications
Given the damaging effect that customer mistreatment has on service performance, where employees’ P-J fit perceptions are impaired, hotel managers should implement service competence improvement training programs and managerial preventions to reduce the possibility of customer mistreatment behavior. The moderating role of job crafting behavior suggests that managers should offer supportive practices (i.e. job autonomy) to encourage job crafting behaviors among employees.
Originality/value
This study reveals that individuals’ P-J fit perceptions can explain the damaging impacts of customer mistreatment on service performance, a finding that contributes valuable information to the literature on customer mistreatment and P-E fit. Second, this study also tests the impact of individuals’ job crafting behaviors in terms of mitigating the negative effect of customer mistreatment. Finally, this study’s findings broaden the scope of predictors of P-J fit perceptions by revealing that customer mistreatment can pose a threat to hospitality employees’ P-J fit perceptions.
Purpose
This study aims to examine customer misbehaviour in the hospitality sector during the COVID-19 pandemic.
Design/methodology/approach
The study draws on a cross-sectional survey of employees in the Scottish hospitality sector highlighting customer misbehaviour as a key concern during the pandemic. Prevalent types of abuse and harassment experienced are outlined along with employee and management responses to incidents of misbehaviour.
Findings
Verbal abuse and sexual harassment from customers are the most prevalent types of misbehaviour either experienced or witnessed by respondents. Customer misbehaviour is commonly thought of as “part of the job” and therefore “not a big deal”. Managers, largely, expect workers to tolerate abusive behaviours from customers and do not take reports of incidents seriously.
Practical implications
Transformational managers need to foster workplace well-being with a focus on physical and psychological safety. Recognition of the issue and greater support for victims are furthermore required at an industry level and on the policy front.
Social implications
The research points to an uncomfortable reality in the service economy that needs to be confronted by society. It has, therefore, important implications for key stakeholders in ensuring fair, dignified and safe hospitality workplaces.
Originality/value
Customer misbehaviour is reportedly worsening in times of COVID-19 as demonstrated by this study. Despite rhetoric that abuse and harassment are not tolerated, dismissive attitudes from managers – who expect workers to tolerate abusive behaviour – and employee silence about incidents lead the authors to argue that the failure to acknowledge and address this issue constitutes a form of “social washing” in hospitality.
Purpose
Drawing from self-regulation theories, this study aims to present a model linking customer mistreatment to hotel employees’ displaced workplace deviance via self-regulatory depletion, with disposition-based mindfulness as a first‐stage moderator.
Design/methodology/approach
The authors conducted a multisource, multiwave investigation with 245 focal–coworker dyads at 14 full-service hotels in southern China. Descriptive statistics, confirmatory factor analysis and regression analysis were performed.
Findings
The results demonstrated the mediating role of self-regulatory depletion in provoking hotel employees’ displaced deviant reactions to customer mistreatment. Additionally, employees with high trait mindfulness are less vulnerable to self-regulatory depletion and, thus, less likely to exhibit displaced workplace deviance.
Practical implications
This study enables hospitality administrators to understand that organizations and their employees, whether directly mistreated by customers, are potential victims of such negative events. Hospitality organizations should enhance mindfulness-based interventions and provide more humane care for employees to maintain their self-regulatory abilities, thereby reducing displaced workplace deviance.
Originality/value
First, in contrast to studies focusing primarily on internal factors that trigger employees’ deviant responses, the research suggests that mistreatment by external customers is a potentially meaningful yet largely unexamined antecedent of workplace deviance. Second, this study moves beyond “self-gain” explanations, suggesting that employees display deviance not because of a malicious intent to harm the organization or its members but because they are incapable of controlling their undesirable behaviors. Third, the research highlights how mindfulness mitigates customer mistreatment and displaced workplace deviance relationships.
This article aims to simultaneously examine frontline hospitality employees’ functional and dysfunctional coping mechanisms for customer mistreatment, which are meaningfully manifested in their organizational citizenship behavior toward organizations (OCBO) and toward individual coworkers (OCBI). Utilizing the multisource and multistage survey data collected from 11 hotels in Southern China, this study reveals that customer mistreatment heightens the emotional exhaustion of frontline hospitality employees, which, in turn, drives them to engage in less OCBO and, conversely, more OCBI. Furthermore, trait conscientiousness was found to accentuate both the negative linkage between customer mistreatment and OCBO and the positive linkage between customer mistreatment and OCBI, thereby suggesting that being conscientious can be a mixed blessing for exhausted individuals.
Purpose-This study aims to assess a moderated-mediation model to account for the relationship between customer mistreatment and frontline hotel employees' customer-focused voice, where their organization-based self-esteem (OBSE) served as a mediator and their felt trust (reliance and disclosure) by supervisors served as a moderator.
Design/methodology/approach-The data were collected through paper-based questionnaires in a cross-sectional survey, consisting of 319 valid supervisor-employee-paired responses from 33 international tourist hotels in Taiwan. Regression analyses were used for hypothesis testing.
Findings-OBSE mediates the negative effect of customer mistreatment on customer-focused voice. Employee felt reliance intensifies the negative impact of customer mistreatment on OBSE, and this interaction effect, in turn, reduces customer-focused voice through OBSE. The employee felt disclosure marginally significantly buffers the effect of customer mistreatment on OBSE.
Practical implications-Given the adverse effect of customer mistreatment on customer-focused voice through OBSE, hotels should strengthen employees' service mindset and value their suggestions. The double-edged effects of felt trust suggest that managers should form a trusting relationship with their subordinates and reassure them that isolated incidents of customer mistreatment will not jeopardize their reputation.
Originality/value-This study integrated sociometer and self-consistency theories to examine OBSE as a psychological mechanism to explain the mistreatment-voice process. Besides assessing felt trust's two-dimensional effects, this research is possibly the first attempt to examine felt trust as an enabling force or a threat to OBSE in the context of customer mistreatment.
Customer incivility towards frontline employees (FLEs) is a pervasive dilemma within the hospitality industry that remains a significant concern for managers because of its frequency and the severity of its influence. This study investigated the effect of customer incivility on FLE extra-role behaviour by assessing the mediating impact of employee burnout. The study also examines what mitigates and exacerbates the negative influence of customer incivility by measuring the moderating effects of passive leadership and customer orientation. Structural equation modelling was used to analyse the data collected (using a time-lagged research technique) from 252 FLEs employed by UAE hospitality firms. Supervisor-measured employee extra-role behaviour was also assessed (n = 126). The findings show that customer incivility directly and indirectly (via burnout) affects FLEs’ extra-role behaviours negatively. This effect is exacerbated when a leader is passive and is mitigated when the employees have a high customer orientation. The implications of the study findings for management practice and future research are discussed.
This study investigates the conditions under which service employees can react positively after encountering customer incivility. Building on the work engagement theory, we hypothesize that customer incivility interacts with workplace social support (i.e., perceived supervisor and co-worker support) to influence work engagement, which in turn leads to extra-role customer service. We test our model within the context of hotels. The results of a two-wave survey with a sample of 198 frontline service employees provide support for most of the hypotheses. In particular, the findings show that employees encountering uncivil customer interactions provide extra-role customer service only when they have high (vs. low) supervisor support. Work engagement mediates the conditional effect of customer incivility on extra-role customer service. The results thus suggest that supervisors play a vital role in encouraging employees’ positive reaction toward customer incivility. This work has notable implications for hospitality management research.
Aims:
To establish a model and identify structural relationships between Chinese nurses' perceived social support, self-efficacy, work stress, and burnout.
Background:
The prevalence of burnout among nurses tends to be high worldwide. A better understanding of relationships between the study variables can help hospital managers apply effective programs to reduce burnout. However, no studies have identified the structural relationships between these variables in one model, simultaneously.
Methods:
We conducted a cross-sectional survey to complete questionnaires from 444 nurses working in three Chinese general tertiary hospitals. The proposed model was examined by structural equation modelling.
Results:
The proposed model was partially supported by empirical data. The total effect of work stress on burnout was large. Both work stress and the perceived social support moderately and directly affected burnout. Work stress also indirectly affected burnout through perceived social support. Work stress directly influenced perceived social support and self-efficacy. Perceived social support directly affected self-efficacy. However, self-efficacy did not directly influence burnout.
Conclusions:
This study validated a model and identified a deep understanding of structural relationships between the selected variables among Chinese nurses.
Implications for nursing management:
Apart from reducing work stressors, hospital managers should utilize more social support strategies when designing intervention programs to reduce burnout. This article is protected by copyright. All rights reserved.
Purpose
The purpose of this paper is to provide a historical account of organizational citizenship behavior (OCB) based on the existing literature.
Design/methodology/approach
The paper performs keywords search of published articles from 1930 to 2017 in widely used research databases.
Findings
The historical review shows that the OCB, as a field of study, was slow to develop. Although it has been introduced in the late 1970s and officially defined in the 1980s, its origins can be traced back to the 1930s. Despite this, OCB is generally regarded as a relatively new construct and has become one of the biggest subjects studied in the literature. OCB has reached far and wide into the business and management domains, supporting the fact that the well-being employees and their behaviors can greatly affect organizations’ effectiveness and performance. Having been the topic of a significant number of studies, there have been inconsistent research findings regarding the concepts. Furthermore, some concepts have been noted to overlap, with several scholars using different terms for essentially similar concepts.
Originality/value
The advent of technology and globalization has greatly affected organizations today which resulted in increased competition in the global business. Firms have started to look into the behavior exhibited by employees as a means of achieving competitive advantage, such as OCB. Voluminous works have been conducted regarding the study of OCB; however, none have been recorded to make an in-depth exploration of when and how it first surfaced. Since its official introduction, explorations regarding OCB have dramatically increased, most especially in the twenty-first century. Unfortunately, this has resulted in an increasing difficulty to keep up with the theoretical and empirical developments in the literature. As interest in OCB continues to grow, coherent integration of the concept becomes progressively more complex and necessary. This paper looks into the chronological evolution of the OCB, giving precise details of its development from the time it was first conceptualized up until the present wherein OCB has been used to indicate organizational effectiveness and performance.
Consider an individual who is plagued by a constant feeling of self-doubt. He or she may be incapacitated in social relations and have difficulties concentrating on work. The person suffers and knows that a counselor, psychologist, or even a good friend could help. Yet, he or she fails to seek help. Alternatively, imagine a young engineer who has recently been hired to operate some complex machinery. He or she is unfamiliar with the task. Yet, instead of soliciting the advice of a more experienced coworker, the young engineer continues to “bang his or her head against the wall.” These examples encapsulate the major topic of the present chapter and involve a common dilemma. The individual knows that he or she needs assistance to solve the problem. Yet seeking assistance may be associated with an open admission of failure and dependence on others. These anticipated psychological costs often hinder the seeking of help, which may result in the intensification of the problem (Nadler, 1991).
We introduce a taxonomy that reflects the theoretical contribution of empirical articles along two dimensions: theory building and theory testing. We used that taxonomy to track trends in the theoretical contributions offered by articles over the past five decades. Results based on data from a sample of 74 issues of the Academy of Management Journal reveal upward trends in theory building and testing over time. In addition, the levels of theory building and testing within articles are significant predictors of citation rates. In particular, articles rated moderate to high on both dimensions enjoyed the highest levels of citations.
This field study investigated whether perceived team support and team commitment relate to employee outcomes differently than perceived organizational support and organizational commitment. A LISREL analysis was conducted on data from 380 manufacturing plant employees and 9 supervisors. Job performance was related to team commitment; intention to quit was related to organizational commitment; and organizational citizenship behavior was related to both team and organizational commitment. Commitment mediated the relationships between support and the outcome variables.
Convergent evidence from the diverse lines of research reported in the present special issue of this journal attests to the explanatory and predictive generality of self-efficacy theory. This commentary addresses itself to conceptual and empirical issues concerning the nature and function of self-percepts of efficacy.
Drawing from the social cognitive theory (Bandura, 1986), we examined the role of parental support, teacher support, and career decision-making self-efficacy as sources of career optimism. We tested our proposed model using 235 computer science majors from a large university in the Philippines. Surveys were conducted over two measurement periods (1 year apart). Results revealed that Time 1 parental and teacher support were positively associated with Time 2 career optimism. Furthermore, we found that these direct relationships were fully mediated by Time 1 career decisionmaking self-efficacy. These results remained significant even after controlling for neuroticism and past performance. Theoretical and practical implications are discussed.
Careers in sales involve stress, which often translates to role stress that negatively impacts performance. To address this important issue, the present research examines an antecedent of stress, salespeople's regulation of emotions and the impact on organizational outcomes. Study findings show that salespeople's regulation of emotions is conducive to reducing interpersonal conflict and felt stress, which eventually leads to higher performance. Also, findings show the favorable effect of salespeople's ability to regulate emotions in reducing felt stress is stronger at higher levels of vertical collectivism. Study results are outlined along with managerial implications, which have especially important implications for organizations operating in emerging countries.
The rapid growth of research on organizational citizenship behaviors (OCBs) has resulted in some conceptual confusion about the nature of the construct, and made it difficult for all but the most avid readers to keep up with developments in this domain. This paper critically examines the literature on organizational citizenship behavior and other, related constructs. More specifically, it: (a) explores the conceptual similarities and differences between the various forms of “citizenship” behavior constructs identified in the literature; (b) summarizes the empirical findings of both the antecedents and consequences of OCBs; and (c) identifies several interesting directions for future research.
During the past 30 years, interest in organizational citizenship behaviors (OCBs) has grown substantially. Although much of the early empirical research in this domain was directed at the individual level of analysis, more recently, researchers have focused their attention on identifying the outcomes of group‐level or unit‐level OCBs, as well as the mediating mechanisms and boundary conditions of the relationships between OCBs and unit‐level outcomes. Therefore, the purpose of this article is to provide a summary of the extant literature in this area. First, we discuss the applicability of the types of OCB to the unit level of analysis. Following this, we provide a summary of the literature examining outcomes of unit‐level OCBs, with particular attention paid to the mediators and moderators of the relationship between OCBs and unit effectiveness. Next, we examine the methodological characteristics of studies conducted in this research domain. Finally, we make a series of conceptual and methodological recommendations regarding future research on the consequences of unit‐level OCBs. Copyright © 2014 John Wiley & Sons, Ltd.
This article presents an agentic theory of human development, adaptation, and change. The evolutionary emergence of advanced symbolizing capacity enabled humans to transcend the dictates of their immediate environment and made them unique in their power to shape their life circumstances and the courses their lives take. In this conception, people are contributors to their life circumstances, not just products of them. Social cognitive theory rejects a duality between human agency and social structure. People create social systems, and these systems, in turn, organize and influence people's lives. This article discusses the core properties of human agency, the different forms it takes, its ontological and epistemological status, its development and role in causal structures, its growing primacy in the coevolution process, and its influential exercise at individual and collective levels across diverse spheres of life and cultural systems.
© 2006 Association for Psychological Science.
The authors proposed that customer service employees’ reactions to mistreatment by customers can vary between North American and East Asian employees due to differences in their cultural values. Customer mistreatment was predicted to be associated with direct, active, and target‐specific reactions (i.e., sabotage directed toward the source of mistreatment) more so among North American employees as compared to East Asian employees. In contrast, customer mistreatment was predicted to relate to more indirect, passive, and target‐general reactions (i.e., withdraw organizational citizenship behavior directed toward customers in general) among employees in East Asia as compared to employees in North America. A field study of customer service employees (N = 213) working in the same hotel chain in China and Canada found support for these predictions. Mediation analyses showed that individualism and collectivism accounted for these differences. Theoretical and practical implications are provided, and future directions are discussed.
This commentary addresses the functional properties of perceived self-efficacy in the context of a set of studies contending that belief in one’s capabilities has debilitating or null effects. It encompasses four theoretical orientations. These include social cognitive theory rooted in an agentic perspective, control theory grounded in a cybernetic model, and trait self-efficacy theory and Big Five theory based on a decontextualized trait model. Critical analyses of the studies in question document their failure to fulfill key theoretical, methodological, analytical, and construct assessment requirements. The article extends beyond critical analyses of the published studies. It specifies the theoretical, methodological, and analytical requirements essential to the advancement of knowledge on the role that perceived self-efficacy plays in human self-development, adaption, and change at both the individual and collective levels.
FULL TEXT IN OPEN ACCESS SEE HERE: http://works.bepress.com/jasonchen/
The purpose of this study was to investigate (a) the latent profiles that arise from middle and high school students' (N = 1225) reported exposure to information from the four hypothesized sources of self-efficacy; (b) the relationships between these latent profiles and science self-efficacy and science achievement; and (c) the differences in latent profiles as a function of implicit theory of science ability, gender, and grade level. Results revealed that a four-class solution fit the data the best. Results support past findings indicating that mastery experiences are a powerful source of self-efficacy. Furthermore, there seemed to be an additive benefit of drawing from multiple sources simultaneously. Gender did not predict membership in these four profiles, but implicit theory of ability and grade level did. The results show that students in the most adaptive profiles drew from multiple sources of efficacy-relevant information and espoused a strong belief in the plasticity of their science abilities, whereas those who were in the least adaptive profiles exhibited a high degree of negative affect and held a fixed view of science ability.
This study provides a meta-analysis on the relationships between organizational tenure and three broad classes of job behaviors: core-task behaviors, citizenship behaviors, and counterproductive behaviors. Across 350 empirical studies with a cumulative sample size of 249,841, the authors found that longer tenured employees generally have greater in-role performance and citizenship performance. It is interesting that organizational tenure was also positively related to some counterproductive behaviors (e.g., aggressive behavior and nonsickness absence). Most of these relationships remain statistically significant even after controlling for the effects of chronological age. The authors also observed that the tenure—performance relationship was stronger for younger workers, for women, for non-Caucasians, and for college-educated workers. Finally, the authors found evidence of a curvilinear relationship between organizational tenure and job performance. Although the relationship of organizational tenure with job performance is positive in general, the strength of the association decreases as organizational tenure increases.