The Service Brand as Relationships Builder

This article examines the appropriateness of the notion and application of relationship marketing in various contexts. Theoretical and conceptual similarities between the broad notions of ‘the brand’ and of relationship marketing as risk reducers, simplifiers of choice and guarantee of quality are uncovered. We put forward a notion of relationship marketing as a further step in the branding process, whereby whenever perceived risk and consumer involvement are high, relationship marketing acts as a supplementary tool enabling consumers to maintain cognitive consistency and psychological comfort. Experts' opinions regarding branding in a service context expanded on these concepts. Especially for more intangible offerings, such as financial services, the experts stressed the use of corporate brand identity as the basis of relationship building both inside and outside the organization and as a means to achieve differentiation and provide the focus for homogeneous and consistent service delivery. Finally, we suggest the concept of the service brand as a holistic process beginning with the relationship between the firm and its staff and coming alive during the interactions between staff and customers.     

Classroom sex composition and first-grade school outcomes: The role of classroom behavior

Using nationally representative data from the Early Childhood Longitudinal Study-Kindergarten Cohort (N = 21,409; 10,452 girls and 10,957 boys; mean age = 7.24 years), the association between first-grade classroom sex composition (CSC), measured as the percentage of female students, and end of the year academic (reading, mathematics) and socio-emotional (externalizing problems, internalizing problems, self-control, interpersonal skills) outcomes was examined. Using multilevel modeling techniques and controlling for prior achievement levels, CSC was positively associated with children’s reading achievement at the end of first grade; students performed better in reading in classes with a higher percentage of female students. CSC was also associated with three of the socio-emotional outcomes; controlling for prior levels, students in classrooms with a higher percentage of girls had better self-control and interpersonal skills and fewer internalizing problems. Classroom behavior mediated the effects of CSC on reading achievement and the socio-emotional outcomes. Implications for the composition of first-grade classrooms are discussed.     

An assessment of the quality of developmental day center playgrounds for exceptional children

This study assessed the playgrounds of developmental day care centers and compared them with playgrounds of regular certified day care centers. Twenty playgrounds, randomly selected from the listing of developmental day centers, were compared with a matched sample of 20 playgrounds from certified day care centers in one state. A revision of Frost's Playground Rating System (1978b) was employed to rate the two groups of playgrounds on content, safety, and function. Data were analyzed using an analysis of variance technique. The quality of developmental day center playgrounds for exceptional children was inferior to that of regular day care center playgrounds in terms of playground content. No significant differences were noted on safety or function.     

Low emotional intelligence as a predictor of substance-use problems

This study explored the relationship between low emotional intelligence and substance-use problems in adults. One hundred and forty-one participants completed the Self-Administered Alcoholism Screening Test, the Drug Abuse Screening Test, an emotional intelligence scale, and a measure of psychosocial coping. Low emotional intelligence was a significant predictor of both alcohol-related problems and drug-related problems. Poorer coping predicted drug-related problems, but not alcohol-related problems. Coping was not found to be a significant mediator between emotional intelligence and substance-use problems. Possible implications for intervention and treatment efforts are discussed.     

Children as Witnesses: Understanding Their Capacities,Needs, and Experiences

Historically the law regarded children as inherently unreliable and made it difficult for them to testify. Since 1975 awareness of child abuse has increased and research has established that children can be reliable witnesses. Governments began to recognize the needs and capacities of children and enacted legal reforms to facilitate prosecutions for child abuse. This paper reports on a survey of victim witness workers and other justice system professionals which reveals some of the continuedfailings of that system in dealing with children. Althoughrelatively rare, there are cases of false allegations of abuse, usually a result of investigations by poorly trained professionals. Further legal reforms and better human supports are required to ensure that the needs of children are met and their capacities as witnesses are fully appreciated.     

Evaluating the Effectiveness of Risk-Reduction Strategies for Consumer Chemical Products

Communication about risks offers a voluntary approach to reducing exposure to pollutants. Its adequacy depends on its impact on behavior. Estimating those impacts first requires characterizing current activities and their associated risk levels, and then predicting the effectiveness of risk-reduction strategies. Characterizing the risks from chemical consumer products requires knowledge of both the physical and the behavioral processes that influence exposures. This article presents an integrated approach that combines consumer interviews, users' beliefs and behaviors, and quantitative exposure modeling. This model was demonstrated in the context of consumer exposure to a methylene chloride-based paint stripper, showing how it could be used to evaluate current levels of risk and predict the effectiveness of proposed voluntary risk-reduction strategies.     

Illegitimate tasks are not created equal: Examining the effects of attributions on unreasonable and unnecessary tasks

ABSTRACT

Illegitimate tasks are tasks that violate norms for what the employee should do as part of the job, and have been found to harm employees’ well-being. The current research uses a mixed methods design to examine the role of attributions on the two types of illegitimate tasks: unreasonable and unnecessary tasks. A sample of 432 engineers described a specific illegitimate task that was assigned to them, the attributions they made and their response. They also completed a quantitative questionnaire. Results from both the qualitative (event level) and quantitative (person level) portions of our study portray differences in the attributions made to unreasonable and unnecessary tasks, as well as differential negative effects on employees’ emotions. In addition, hostile attribution bias was found to moderate the relationship between illegitimate tasks and negative emotions, particularly for unreasonable tasks. This supports the theoretical basis for illegitimate tasks because unreasonable tasks pose a potentially greater risk to the employee’s self-worth than unnecessary tasks that are more often assigned at random.