Teaching Employees How to Receive Feedback: A Preliminary Investigation

ABSTRACT

There is a substantial literature on how to deliver feedback to change performance. However, to date no research has been conducted on teaching employees how to effectively receive feedback, even though employee behavior during a feedback session could moderate the effects of feedback. Thus, we developed a list of skills that should be exhibited by an employee while receiving verbal feedback. We then evaluated their acquisition after behavioral skills training using a nonconcurrent multiple-baseline design across participants. The results showed that participants were able to acquire and maintain appropriate feedback receiving behavior.     

Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors

Experience design, an approach to create emotional connection with guests or customers through careful planning of tangible and intangible service elements, has gained popularity in many hospitality and retail businesses. With ever‐increasing competition, service providers seek to develop loyalty by aggressively designing, continuously innovating, and managing their customer experiences. This article explores the relationship between different service elements designed to create enhanced experience and customer loyalty. In addition, it looks at emotional responses as mediating factors between the physical and relational elements and loyalty behaviors. A model is proposed and tested with a VIP hospitality tent for an internationally renowned touring circus. Results of the study indicate that while a few design elements directly affect loyalty behavior, the relationship between most design elements and loyalty behavior is strongly mediated by eliciting certain types of emotional behavior. This connection has implications for the focus of service managers' efforts in different environments.     

Parents' experiences with child protection during pregnancy and post-birth

Limited research has directly sought the input of parents involved in the child protection system during pregnancy and with their infants. As the focus of these policies and practices, parents have a unique and important insight not available to others, so it is vital to obtain their input. As part of a larger Australian study, qualitative interviews were undertaken with 13 parents asking about their views and experiences. Parents predominantly became involved with child protection services during pregnancy through a prenatal report. Parents who previously had their newborn removed from their care described it as sudden and unexpected, leaving them distressed and unsupported post-removal, with a growing list of requirements for them to see their baby or for restoration to be considered. Domestic violence was a particular issue of concern for some mothers who expressed distress that their partners, perpetrators of violence, were allowed access to their infant with fewer requirements than for them. Improvements recommended by the parents included greater communication and preparation for the removal, better recognition of improvements in their situations and increased supports to be provided to parents both pre- and post-removal. Parental experiences provide an important guide to improving child protection practice with these families.     

Peer group self-identification in samples of Russian and U.S. adolescents

Most peer group self-identification research has been conducted in the United States. This article examined the generalizability of self-identified group name research among teens in Ufa, a city in the Russian Federation. A cross-sectional, anonymous collection of data on group self-identification, drug use, addiction concern, sensation seeking, and self-rated school performance was collected from 365 10th grade youth in Ufa and 965 10th grade youth in the United States. The results supported the existence of peer group self-identification by youth in both countries and, in general, replicated the findings that youth who self-identify as a High Risk Youth, are relatively likely to use drugs, show greater concern about becoming an addict, report a greater sensation seeking preference, higher levels of depression, and poorer school performance. Implications of these results are discussed.     

Transparency laws and interactive public relations: An analysis of Latin American government Web sites

A content analysis of 50 Latin American government Web sites was conducted to assess whether new transparency laws in the hemisphere impacted the interactivity, usability, technological expertise, and national symbolism manifest on the sites. Web sites were found to be generally usable but limited in interactivity. There was no difference in Web site interactivity between countries with transparency laws and those without them, but countries with laws used more visual symbols aimed at national branding. The article offers a model of Web site features for public relations practitioners interested in increasing the sophistication, usability, and interactivity of their sites in order to improve relationship building with stakeholders.     

Good Country Living? Exploring Four Housing Outcomes Among Poor Appalachians

In the wake of welfare reform, many poor people have exhausted their benefits and must now live with less government support. While all of these former welfare recipients are struggling, some are experiencing housing problems that are quite severe. This article uses survey data on former welfare recipients who have used up the maximum time limits for receiving welfare to better understand three core explanations for rural housing problems among the poor: community, individual, and family factors. We estimate models to weigh the relative effects of these factors on the likelihood of experiencing several housing outcomes, finding that rural location is the most consistent predictor of housing outcomes, predicting home ownership, and whether families reside in low‐quality housing. We also find that individual and family factors affect the type of housing one has. We conclude that housing policies must be tailored to improve specific housing outcomes.     

Helpers “Here on the Front Lines”: Welfare‐to‐Work Managers' Moral Identity Work

Using data drawn from telephone interviews with Ohio Works First program managers (N = 69), we examine managers' moral identity work. This work included using militarized rhetoric to evoke moral identities as honorable workers. It also involved signifying helper/helpful moral identities by defining what it means to be helpful, legitimating their helper identity through connections to caseworkers, and affirming their identity through telling success stories. Additionally, managers implicitly othered clients they viewed as needy and politicians they considered to be out‐of‐touch. Our research contributes to the literature on welfare‐to‐work, but also more broadly to our understanding of moral identity work and implicit othering.