When clerks meet customers: a test of variables related to emotional expressions on the job

Article Abstract:

Interaction between 1,319 sales clerks and customers were observed. Clerk emotional behavior (Rafaeli & Sutton, 1987), clerk sex, wearing a smock and a name tag, the presence of other clerks or other customers, and customer sex were coded. As predicted, female clerks displayed positive emotions more frequently than male clerks, suggesting that sex role socialization may generalize to behavior at work. Male clients, however, received more positive emotional expressions than female clients, suggesting that individuals of both genders attribute higher status to men. Clerks were more likely to display positive emotions when wearing a uniform, suggesting that an organizational identifier such as a smock or name tag may increase an employee's self-awareness. Consistent with Sutton & Rafaeli (1987), clerks were less likely to display positive emotions if a line of customers or a coworker was present. No relationship was observed between work shift (time of day) and the display of positive emotions. (Reprinted by permission of the publisher.)

Employment, Customer relations, Self-esteem, Self esteem, Emotions, Retail clerks

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Climate and culture: interaction and qualitative differences in organizational meanings

Article Abstract:

The relationship between people's membership in social-interaction groups and the meanings they attach to organizational events was investigated. It was hypothesized that people who interacted together would interpret organizational events similarly and that different interaction groups would interpret organizational events differently. Interview and questionnaire data were collected from 64 members of an accounting firm. The data were analyzed with network analysis and multidimensional scaling. The results provide evidence that people who interacted with each other had similar interpretations of organizational events and that members of different interaction groups attached qualitatively different meanings to similar organizational events. Methodological, theoretical, and practical implications of the results are discussed. (Reprinted by permission of the publisher.)

Corporate culture, Meaning (Psychology)

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Introducing survival analysis to organizational researchers: a selected application to turnover research

Article Abstract:

Survival analysis, a powerful set of statistical techniques, is introduced. These methods can be useful for turnover research and other behavioral studies with a binary dependent variable and multiple independent variables, any or all of which may be measured over time. Because survival analysis explicitly incorporates time as a variable of interest, it is more flexible and better able to extract and use information from longitudinal studies than methods more commonly used in applied psychology. In this article, we present survival analysis in an intuitive and applications-oriented manner. An application to turnover research is presented for purposes of illustration. With survival analysis, turnover may be viewed as a process whose intensity (rate) is allowed to vary over time rather than remain fixed. (Reprinted by permission of the publisher.)

Failure time data analysis

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