Search results

Bystander intervention mitigates the negative impact of bias incidents in the workplace. However, intervention tends to be viewed as binary: intervention occurred or it did not. Consequently, research has focused on conditions under which witnesses of bias incidents choose to intervene, and less is known about how witnesses may intervene. This paper elucidates the intervention behavior choices available to witnesses of bias incidents and develops a bystander intervention behavior (BIB) scale.

To develop the scale, the authors used the three-phased act frequency methodology. In phase I, the authors surveyed faculty who had both witnessed a bias incident and seen someone intervene to address it. The authors asked these faculties to list the observed bystander intervention behaviors they had personally observed. In Phase II, different survey respondents and subject matter experts assessed the prototypicality of each of the behaviors in relation to the concept of bystander intervention. In phase III, the authors tested the validity and reliability of the resulting 18-item scale and assessed the ability of bystander intervention behavior to mitigate the negative impact of bias incidents on the academic workplace.

The BIB scale consists of two theoretically derived, empirically validated and reliable dimensions; it can be used as a summary score to evaluate the extent to which colleagues intervene indirectly and directly when a bias incident occurs in the academic workplace.

This scale is valuable in advancing efforts to mitigate the negative effect of bias in the workplace and training colleagues to intervene in various ways when bias occurs.

The purpose of this paper is to explore the experiences of working women in a male-dominated country (Morocco) and unveil the unique challenges and everyday gender-bias they face, the psychological impact of the perceived gender-bias and, finally, identify a variety of coping strategies or combatting mechanisms affecting their motivation and retention in the workplace.

Empirical evidence was obtained using a qualitative research method. The Critical Incident Technique (CIT) was used to collect incidents recalled by women in the select institution reflecting their perceptions of their managers’ ineffective behaviors towards them and the impact of these behaviors. The critical incidents were inductively coded, and behavioral statements were derived from the coded data.

The qualitative data analysis led them to structure the data according to two theme clusters: The perceived gender-bias behaviors (Covert and evident personal and organizational behaviors) and Psychological impacts resulting from the perceived bias. These behavioral practices included abusive behaviors, unfair treatment, bias and lack of recognition. The psychological impact elements involved decreased productivity, depression, anxiety and low self-esteem.

Understanding these experiences can facilitate the identification of strategies geared towards the retention of women in the workforce, and Moroccan organizations can develop and implement strategies and policies that are geared towards eliminating gender-bias in the workplace and to retaining and motivating women who remain ambitious to work in male-dominated environments and cultures.

This paper provides evidence that sufficient organizational mechanisms to support women in male-dominated environments are still unavailable, leaving them to find the proper coping mechanisms to persevere and resist.

As COVID-19 cases rose in the US, so too did instances of discrimination against Asians. The current research seeks to understand and document discrimination toward Asians in the US specifically linked to the global pandemic (study 1). The authors test hypotheses based in social categorization and intergroup contact theories, demonstrating perceived pandemic blame is a mechanism for discrimination (study 2).

In study 1, the authors survey Asians living in the US regarding experiences and perceptions of COVID-19-related discrimination. In study 2, a two-time point survey examined whether participant perceptions of pandemic blame toward China predict discriminatory behavior toward Asians.

Study 1 demonstrated that 22.5% of US-residing Asians report personally encountering pandemic-related discrimination. Study 2 indicated that COVID-19 blame attributions toward China predicted anticipated hiring bias and increased physical distancing of Asians at work, associated with higher levels of US identification.

The findings have theoretical implications for research on blame and stigmatization, as well as practical implications regarding bias mitigation.

The present studies advance understanding of event-based blame as a driver of prejudice and discrimination at work and suggest organizations attend to bias mitigation in conjunction with uncertainty reduction communications in challenging times.

This paper aims to describe innovations at the Games + Learning + Society Center to explore the future of education.

This paper is an overview of several published studies and design interventions.

Commercial partnerships, particularly generating copyrightable materials can maximize impact and diversify research funding, but they also run counter to the culture and purpose of many research universities.

Researchers interested in forging new partnerships to maximize impact might explore relationships with commercial entities but be aware that they are running counter to the grain of most institutions and goals. Other universities of different sizes, ages and orientations may have different results.

Building private partnerships requires different staffing and skill sets than traditional research. Guidance for staffing key roles and projects are provided.

This paper is a reflection on unique research initiative that generated revenue and helped shape a subfield of education.

The impact of service quality on customer satisfaction during detached housing construction in Australia is investigated for a targeted customer – one whose expectations focus on “price and product” and not “service quality”. The purpose of this paper is to see if service quality impacts on customer satisfaction during construction, despite the apparent conflict in expectations.

A detailed single case study methodology is used, focusing on the aforementioned customer as the unit of measure. A longitudinal design is employed by measuring customer satisfaction and service quality “gap scores” at four stages during construction, using a survey instrument adapted from the consumer research literature. This is coupled with qualitative interview data coded into a linked set of definable service incidents.

The study finds that irrespective of having price and product oriented pre-purchase expectations, customer satisfaction is closely related to perceptions of service quality during onsite construction. This only occurs for a selective set of “active” service quality dimensions – especially responsiveness and reliability dimensions. These dimensions appear to be driven by the customer’s underlying level of exposure to both positive and negative service incidents, and the ratio between the two appears to direct the strength and direction of “gap scores”. Once the physical end product materialises, the customer gradually focuses more on the objectivity and realisation this offers, and less on service quality.

The paper facilitates theory development in terms of generating testable variables effecting the dynamic relationship between service quality and customer satisfaction, during construction. The approach enables an increased ability to identify and explain how contextual variables, linked to specific customer types, impact on the relationship. The generalisability and validity of the findings are discussed.

This paper aims to uncover service worker behaviours and service setting facets contributing to satisfaction/dissatisfaction during critical service encounters in the context of interpersonal services in elaborate servicescape from consumers' perspectives.

The study used the method of critical incident technique (CIT). In total, 371 critical service encounters were investigated. Actual service experience, with any one of the eight prominent interpersonal services, was collected from adult service consumers living in the national capital region of India.

Dominant worker behaviours and setting facets contributing to satisfaction/dissatisfaction in critical service encounters are identified. Analysis of behaviours confirms behavioural categories suggested by previous research, i.e. recovery, adaptability, spontaneity, courteous, information sharing, connecting and identified one additional category, namely professional behaviour. Service setting facets are ambient condition, interior, exterior and other tangibles.

Data were collected only from adult service consumers living in the national capital region of India (urban area) with a minimum education qualification of graduation. Initial encounters are not treated separately.

The identification of dominant behaviours and service setting facets in this research will help the managers to better manage and monitor service encounters leading to more satisfied customers.

This is a pioneer empirical work which investigated the various employee behaviours and service setting facets that have resulted in consumers' satisfying/dissatisfying service experiences in the context of interpersonal services with elaborate servicescapes. This study has also identified one additional category of service worker behaviour and developed a reliable classification scheme, to analyze critical service encounters, which may be of use to future researchers.

This study aims to explore the scope of consumers’ defective co-creation behaviour in professional service encounters. One of the founding premises of service-dominant logic (Vargo and Lusch, 2004, 2008) is that consumers co-create the value they derive from service encounters. In practice, however, dysfunctional consumer behaviour can obstruct value co-creation. Extant research has not yet investigated consumers’ defective co-creation behaviour in highly relational services, such as professional services, that are heavily reliant on co-creation.

To investigate defective co-creation in professional services, 164 critical incidents were collected from 38 health-care and financial service providers using the critical incident technique within semi-structured, in-depth interviews. Thematic coding was used to identify emergent themes and patterns of consumer behaviour.

Thematic coding resulted in a comprehensive typology of consumers’ defective co-creation behaviour that both confirms the prevalence of previously identified dysfunctional behaviours (e.g. verbal abuse and physical aggression) and identifies two new forms of consumer misbehaviour: underparticipation and overparticipation. Further, these behaviours can vary, escalate and co-occur during service encounters.

Both underparticipation and overparticipation are newly identified forms of defective co-creation that need to be examined within the broader framework of service-dominant logic (SDL).

The use of violence risk assessment measures within intellectual disabilities (ID) services is now the norm and a growing target for research. The purpose of this paper is to examine the clinical utility of the historical and clinical factors of the HCR-20 in predicting violence.

The study took place within a national low secure service for adults with ID examining all completed admissions over a six-year period, (N=22). Clinical records covering the first three months of admission were examined along with historical reports and incident data recorded at three, six, nine and 12 months admission using the Modified Overt Aggression Scale (MOAS).

Significant positive relationship between Historical score and total number of incidents was established. Patients with challenging behaviour less likely to have a previous history of violence, and more likely to be older at first violent incident than patients without challenging behaviour. Incidents involving patients with autism were less severe and those with no additional psychiatric diagnosis were significantly more likely to have substance misuse problems than those with a diagnosis.

The study found the Historical section was predictive of violent incidents and whilst the study is too small to draw any firm conclusions, the significant positive relationship between the Historical Score and number of incidents for those without additional diagnosis needs to be investigated further as well as the potential positive clinical impact of using the HCR-20 in routine clinical practice.

The relationship between personal values and behaviour has been widely studied, and previous studies have demonstrated the mediating role of attitudes. The purpose of the study is to test the “values‐attitude” relation in banking services (car insurance, life insurance, home insurance and retirement plan) on a Brazilian sample and demonstrate the role of negative incidents with services on the relation between sellers' personal values and attitudes.

The Schwartz Value Survey (SVS) and an attitude measurement developed for this research were used. The data were collected with 1,061 employers who sell these services and work in a large Brazilian bank. A structural equation model was used to test the hypotheses.

The results indicate that values of conservation were the best predictor of the attitudes, demonstrating that attitude towards bank services is explained mostly by the motivation to maintain the social tissue. However, the values showed little or no impact on the attitude of those who have had negative incidents with the services.

Results can be used on the implementation of marketing strategies, pointing to the impact of values on attitudes when individuals have not had experienced a negative incident. The research limitations are related to its setting, data collection, sample and measurements used.

This is the first research in the field using a Brazilian population. It is also one of the very few studies in the field that examines the moderating role of negative incidents on the relationship between values and attitude with bank services.