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The service-profit chain model (Heskett, Jones, Loverman, Sasser, & Schlesinger, 1994) highlights the well-documented relationship between employee and customer attitudes suggesting that employees who are satisfied and engaged with their work provide better customer service resulting in higher levels of customer satisfaction and, ultimately, driving firm revenue. The authors propose an expansion of the service-profit margin identifying the leadership behaviors that create positive employee attitudes and engagement. Specifically, the authors suggest that leaders who focus on recognition, involvement, growth and development, health and safety, and teamwork (Kelloway, Nielsen, & Dimoff, 2017) create a psychologically healthy workplace for customer service providers and, ultimately, an enhanced customer experience.

A critical assumption of the organizational leadership literature is that leaders want to engage in effective leadership behaviors (Gilbert and Kelloway, 2014). However, leaders may vary in their motivation to be effective in a leadership role, leading to different levels of performance. Drawing on self-determination theory, the authors address the question of what motivates leaders to engage in transformational leadership behaviors (Gilbert et al., 2016). The paper aims to discuss these issues.

The current study examined the effects of self-determined leader motivation for transformational leadership on aggregated follower leadership ratings using a sample of 37 leaders matched with 179 followers in two organizations.

Results show how leaders’ own motivation relates to followers’ perceptions of leader behavior, and specifically that, across contexts, some autonomous levels of leader motivation are positively related to follower perceptions of leaders’ active-constructive leadership and negatively related to follower perceptions of passive avoidant leadership.

The research is limited by a small level-two sample size and cross-sectional design. The results suggest that some forms of leader motivation relate to follower ratings of leadership behavior.

This study is the first to examine how self-determined motivation for transformational leadership predicts follower perceptions of leadership behavior using a multilevel design.

To review current knowledge regarding the workplace psychosocial environment including the nature and outcomes of organizational stressors and the effectiveness of workplace stress interventions.

Provides a narrative review of the extant literature and extrapolate findings from the emergent literature on positive psychology.

A great deal is known about the environmental characteristics that cause or contribute to workplace stress. The literature on interventions is more sparse.

Research on the psychosocial environment must move beyond a reliance on cross‐sectional, self‐report data, focus on demonstrating the effectiveness and utility of organizational interventions and expand the domain of psychosocial research to include a more positive focus.

Provides three central propositions for advancing research on the psychosocial environment in organizations.

The purpose of this paper is to evaluate the effectiveness of a short, online training program focused on respect in the workplace.

Using a wait-list control design the authors collected measures of workplace behaviors prior to, immediately following and six weeks following the training from a sample of long-term care employees.

The training was associated with a small increase in reported civility. Post hoc subsample analyses suggested that the training was particularly effective in increasing civility and efficacy perceptions among those respondents who had themselves reported engaging in incivility.

The data offer support for the effectiveness of the training but suggest that more intensive interventions may be necessary. Results also suggest that the effects of training may vary across subgroups of employees.

Training is one of the most frequently advocated solutions to incivility in the workplace. The findings offer support for a short, online training program.

The purpose of this paper is to examine how job engagement affects the experience of workplace aggression and the related outcomes. Job engagement is introduced as a context variable for the stressor-strain model to explain differences for targets of workplace aggression.

A survey was conducted with a sample of 492 North American working adults from a large variety of industries and jobs.

Consistent with the hypotheses, fear and anger mediate the relationship between workplace aggression and strain. Job engagement moderated the relationship between workplace aggression and anger, such that aggression related to anger only for those employees who were engaged in their job. These data are consistent with the suggestion that engagement may create vulnerability for employees.

In this study, the authors highlight the need to include contextual factors that may explain differences in impact of workplace aggression and employee wellness.

While practitioners may seek to increase job engagement, there appears to be a greater cost should there be workplace aggression. Thus, the key implication for practitioners is the importance of prevention of workplace aggression.

With this study, the authors illustrate how job engagement may have a “dark side” for individuals. While previous research has shown that job engagement helps protect employee wellness, others show engagement decreases after incidents of workplace aggression. The authors suggest those who are engaged and targeted will experience worse outcomes. Also, the authors examine the role of anger for targets of workplace aggression as it relates to fear and strain in this study.

Employee mental health problems are among the most costly issues facing employers in the developed world. Recognizing this, many employers have introduced resources designed to help employees cope with stressors. Yet, most employees fail-to-use these resources, even when they need them and could benefit from using them. We seek to understand this resource underutilization by (a) drawing on and expanding resource theories to explain why employees do not use existing resources and (b) proposing that leaders, managers, and supervisors can play a key role in facilitating the utilization of available resources. In doing so, we introduce resource utilization theory (RUT) as a complementary perspective to conservation of resources (COR) theory. We propose that RUT may provide the framework to describe patterns of resource utilization among employees, and to explain why employees do not use available resources to deal with existing stressors and demands.

In this chapter, we use the job demands–resources (JD-R) model (Demerouti, Bakker, Nachreiner, & Schaufeli, 2001) and the transactional model of stress (Lazarus & Folkman, 1984) to provide a theoretical framework with which to examine information and communication technology (ICT) as both a demand and a resource. We review specific characteristics of ICT that may either increase or decrease employee stress and well-being. Specifically, we examine the extent that ICT increases accessibility of workers and access to information, the extent to which it improves communication and control over one's job and life, and the extent to which it is used to monitor employees or provide feedback. Finally, we examine the organizational, job, and individual factors that may mitigate or exacerbate the impact of ICT demands on individual outcomes.

The purpose of this paper is to examine the literature assessing the return-on-investment (ROI) of healthy workplace programs.

Used a narrative review to summarize and evaluate findings.

Although substantial ROI data now exist, methodological and logical weaknesses limit the conclusions that can be drawn.

A strategy for monetizing the benefits of healthy workplaces that draws on both human resource accounting and strategic human resource management is described.

The promotion of healthy workplaces is an important goal in its own right. To the extent that ROI estimates are important in advancing this goal, these estimates should be based on clear logic and strong methodology.

The paper suggests the need for stronger research designs but also note the difficulties in monetizing outcomes of the healthy workplace.

We introduce the construct of loving one's job as an overlooked, but potentially informative, construct for organizational research. Following both empirical findings and theoretical developments in other domains we suggest that love of the job comprises a passion for the work itself, commitment to the employing organization, and high-quality intimate relationships with coworkers. We also suggest that love of the job is a taxonic rather than a dimensional construct – one either loves their job or does not. In addition, we propose that loving your job is on the whole beneficial to individual well-being. Within this broad context, however, we suggest that loving one's job may buffer the effect of some stressors while at the same time increase vulnerability to others. These suggestions provide some initial direction for research focused on the love of one's job.

Volunteer organizations, where there is no employment relationship between the member and the organization, represent an interesting context in which to explore the effects of leadership and organizational commitment. We present the results from a study of 212 Canadian volunteer leaders from an international social/charitable organization. Volunteer leaders were more psychologically involved and committed to their organization than comparable leaders from a trade union. The volunteer leaders rated higher than their union counterparts in transformational leadership and socialization. Union leaders were more transactional and held stronger Marxist work beliefs. Both volunteer and union leaders reported similar humanistic views on work. There were no differences with respect to inter‐role conflict that both types of leaders experienced. Discussion of the results focuses on application of these findings to changing organizational environments and their interaction of work and non‐work issues.