A Test of Basic Assumptions of Affective Events Theory (AET) in Call Centre Work1

Based on data from 2091 call centre representatives working in 85 call centres in the UK, central assumptions of affective events theory (AET) are tested. AET predicts that specific features of work (e.g. autonomy) have an impact on the arousal of emotions and moods at work that, in turn, co‐determine job satisfaction of employees. AET further proposes that job satisfaction is an evaluative judgement that mainly explains cognitive‐based behaviour, whereas emotions and moods better predict affective‐based behaviour. The results support these assumptions. A clear separation of key constructs (job satisfaction, positive and negative emotions) was possible. Moreover, correlations between several work features (e.g. supervisory support) and job satisfaction were, in part, mediated by work emotions, even when controlling for gender, age, call centre type (in‐house versus outsourced centres) and call centre size. Predictions regarding consequences of satisfaction and affect were partly corroborated as continuance commitment was more strongly related to job satisfaction than to positive emotions. In addition, affective commitment and health complaints were related to both emotions and job satisfaction to the same extent. Thus, AET is a fruitful framework for explaining why and how specific management strategies used for designing work features influence important organizational attitudes and well‐being of employees.     

Innovation, cultural values, and the management of change in British hospitals

This paper describes the results of a study of innovation in the management teams of 27 UK hospitals. It is argued that the content of innovations provides an accurate representation of the underlying cultural values of the management teams, and the cultural values which they seek to purvey within the wider organizational settings. The authors propose that values in action (as opposed to espoused values) are manifest in the range of innovations introduced by top management within organizations. Using a typology of organizational culture, they categorize the innovations introduced by the management teams, in order to map their underlying cultural values. The results indicate predominant orientations of hospital management teams towards rational goal and hierarchical values in the current context of health care in Britain. Internal climate and service innovations were relatively infrequent, suggesting that the hospitals were dominated by management concern for control rather than flexibility. The costs of such cultural strategies in health service settings are discussed.     

WHEN THE DOCTOR IS A “LADY”: POWER,STATUS AND GENDER IN PHYSICIAN-PATIENT ENCOUNTERS*

An extensive body of research indicates that men interrupt women much more often than the reverse, across a variety of situations. Some conclude that men's interruptions of women in cross-sex conversations constitute an exercise of power and dominance over their conversational partners. To be sure, power is an important facet of many other social relationships, such as those between whites and Blacks, bosses and employees, and—of immediate interest—doctors and patients. Moreover, much of our existing knowledge of sex differences in behavior confounds gender with status. This paper reports results of an exploratory study of interruptions between physicians and patients during actual “visits to the doctor.” Findings based on detailed analyses of videotaped encounters offer empirical support for an asymmetrical view of the physician-patient relationship: physicians interrupt patients disproportionately—except when the doctor is a “lady.” Then, patients interrupt as much or more than physicians, and their interruptions seem to subvert physicians' authority. Discussion focuses on the respective roles of power, status and gender in face-to-face interaction.     

Chemical Health Effects Assessment Methodology for Airborne Contaminants

Chemical Health Effects Assessment Methodology (CHEM) is a new procedure for assessing hazardous properties of airborne toxic contaminants. CHEM evaluates substances for four major health effect categories: carcinogenicity, mutagenicity, reproductive/developmental toxicity, and toxic effects other than the first three. Three elements are considered in the assessment: weight of evidence, potency, and severity of effect. This approach produces a profile of toxic properties of chemicals which preserves their unique multidimensional character and highlights data gaps.     

儒学对于建构和谐世界的意义——中国孔子基金会“儒学与和谐世界研讨会”论要

儒学能用于建设和谐世界的资源主要有仁、中、和、大同、天下为公等等。本次会议对此有全面的论述,值得注意的论点有:仁是和谐的立足点和出发点;中道在全球有普适价值;以力才能“致中”,以增强综合国力为前提才能真正达到世界“中和”;儒学可称作是一种秩序的和平学说;坚持和而不同是建构和谐世界的总的原则;天下为公才能天下太平;儒学思想资源要向世界推广,应当深入了解东西方思想的结构性差异,敢于用我们自己的话语结构去谈论现代问题,建立国际文化互信机制。     

Workplace discrimination and cancer

Data from the Equal Employment Opportunity Commission (EEOC) Integrated Mission System database were analyzed with specific reference to allegations of workplace discrimination filed by individuals with cancer under ADA Title One. These 6,832 allegations, filed between July 27, 1992 and September 30, 2003, were compared to 167,798 allegations from a general disability population on the following dimensions: type of workplace discrimination; demographic characteristics of the charging parties (CPs); the industry designation, location, and size of employers; and the outcome or resolution of EEOC investigations. Results showed allegations derived from CPs with cancer were more likely than those in the general disability population to include issues involving discharge, terms and conditions of employment, lay-off, wages, and demotion. Compared to the general disability group, CPs with cancer were more likely to be female, older, and White. Allegations derived from CPs with cancer were also more likely to be filed against smaller employers (15-100 workers) or those in service industries. Finally, the resolution of allegations by CPs with cancer were more likely to be meritorious than those filed from the general disability population; that is, actual discrimination is more likely to have occurred.     

The Impact of Using Personal Learning Audits as a Means of Preparing Students for Practice: A Small‐Scale Evaluation

This paper examines the ‘effectiveness’ of a tool used by students to enable them to reflect upon their skill, knowledge and abilities in order that they can prepare for direct practice. The evaluation of the Personal Learning Audit (PLA) was carried out with a cohort of students on the part‐time BA/DipSW programme at Glasgow Caledonian University and was based on a direct practice placement undertaken between April and August 2005. The research was based on a range of methods that considered both the participants' perception of the PLA and its impact on their written work on placement. The intention of this mixed method approach was to obtain outcomes at a number of levels in relation to the efficacy of the tool. While the findings have to be considered in the context of the small‐scale nature of the research, the evidence of this study suggests that the PLA process is at its most effective when fully integrated into the students' learning structures both within the placement and the university setting.     

WHAT PREDICTS RELIGIOUS PARTICIPATION AND GIVING? IMPLICATIONS FOR RELIGION IN THE UNITED STATES

In this article, we test whether or not positive/negative sanctioning increases religious behavior. Using data from the 1998 congregational module of the General Social Survey we find that, net of other predictors, immediate positive sanctions (receiving help from the congregation) and immediate negative sanctions (receiving criticism from the congregation) significantly increase the amount of money given by respondents to religious organizations. Our results also indicate that sanctions promised in the future (belief in Heaven and belief in Hell) have little to no effect on religious giving. Furthermore, we find that immediate positive and negative sanctions as well as future negative sanctions predict greater participation in religious organizations, while future positive sanctions show no such effects. The results are discussed in the context of the emerging trend of waning religious involvement in the contemporary United States.     

Developmental stability and leadership effectiveness

Developmental stability is the degree to which we can withstand environmental or genetic stressors during development. Fluctuating asymmetry (FA), concerns the extent to which the right and left side of the body is asymmetrical and is one way to measure developmental stability. Two studies were carried out that examined both the predictive value of leader FA with leadership behaviors and its role in facilitating group performance. The first study examined the hypothesis that a leader's FA is correlated with scores on the Multifactor Leadership Questionnaire (MLQ). The results revealed individuals with a more asymmetrical morphology scored higher on the transformational, but not transactional, dimensions of leadership behavior. A second study examined the hypothesis that asymmetrical morphology and leadership effectiveness would share a positive relationship. In this study participants who led a business game exercise, revealed a positive relationship between FA and self-reported well-being and task satisfaction. Importantly, there was also a positive correlation between the leader's FA score and group performance. The role that developmental stability may play in leadership effectiveness is discussed in the wider context of evolutionary psychology.