Dana Yagil

Gender and age-related differences in attitudes toward traffic laws and traffic violations

Abstract The study examined gender and age-related differences in drivers’ normative motives for compliance with traffic laws and in gain–loss considerations related to driving. Two age groups of male and female students, totaling 181 respondents, completed a questionnaire measuring several normative motives for compliance with traffic laws, perceived gains and danger involved in the commission of traffic violations, and the frequency of committing various driving violations. The results show that younger drivers and male drivers express a lower level of normative motivation to comply with traffic laws than do female and older drivers. The lowest level of perceived importance of traffic laws relative to other laws was found among young male drivers. The commission of traffic violations was found to be related more to the evaluation of traffic laws among men and younger drivers, compared to women and older drivers. The perceived danger involved in the commission of a driving violation, however, was found to constitute much more of a factor among women than among men before the commission of traffic violations. Perceived gains involved in the commission of violations were more strongly pronounced among older drivers than among younger drivers. Results are discussed concerning different types of attitude–behavior relationships in the context of driving.

Charismatic leadership and organizational hierarchy: Attribution of charisma to close and distant leaders

Abstract This study examined the attribution of charisma to socially close and distant leaders. Respondents were 554 Israeli combat soldiers who completed five questionnaires describing their perceptions of either their platoon commander or their battalion commander. The results showed that the attribution of charisma to socially close leaders is related to the ascription of extraordinary traits to the leader and to the perception both of the leader as a behavioral model and of his confidence in the individual. The attribution of charisma to distant leaders was related to a willingness to accept the leaders ideas, the perceived confidence of the leader in the group, the ascription of extraordinary traits to the leader, and a general positive impression of the leader. The results are discussed with regard to the influence of situational variables on the attribution of leadership qualities.

Stressors and resources in customer service roles

Purpose – The purpose of this study is to explore the role of core self‐evaluations (CSE) as a coping resource in customer service roles.Design/methodology/approach – Questionnaires were administered to 265 service providers, measuring CSE, burnout, social stressors involved in interaction with customers (perceived customer negative behaviors and emotional regulation performed by service providers) and coping resources (service orientation and social support).Findings – The results show that CSE is negatively related to service provider burnout as reflected in depersonalization and emotional exhaustion, and positively related to a sense of accomplishment. CSE was also negatively related to perceived customer negative behaviors and to emotional regulation. The results show a partial mediation effect of emotional regulation on the relationship between CSE and burnout. Service orientation and social support were found to interact with CSE and enhance its effect on social stressors.Research limitations/implic...

Employees' Willingness to Report Service Complaints

This article presents the concept of service workers’ willingness to report service complaints (WRC) and examines frontline workers’ discretion about reporting customer complaints in two qualitative studies and a quantitative study. The qualitative studies conceptualize WRC based on a critical incident technique and interviews with service providers and reveal that service providers practice much discretion in their decision to report both informal and formal complaints, weighing cost/ benefit considerations, customer motivation and complaint justification, and numerous organizational and other factors. The quantitative study examines a preliminary WRC scale and its relationship with several correlates and shows that WRC levels are associated with measures of organizational citizenship behavior, service climate, and empowerment. The discussion examines the contribution of the findings regarding WRC to research on service recovery and improving customer satisfaction and presents managerial implications.

Ingratiation and Assertiveness in the Service Provider–Customer Dyad

This study examined influence tactics used in the service encounter in relation to organizational service climate, on one hand, and customer satisfaction with the quality of service, on the other. Questionnaires were administered to 115 service provider–customer dyads, and the data were analyzed with structural equation modeling. The results show that both the organizational service climate and the customer’s behavior affect the influence tactics employed by the service provider. The customer’s satisfaction with the quality of the service is increased by ingratiation and decreased by the assertive behavior of the service provider. The results are discussed with regard to the role of influence processes in the service encounter.

Friends in Need: The Protective Effect of Social Relationships Under Low-Safety Climate

Previous studies have explored the role of social relationships, mainly with the supervisor, in promoting a high organizational safety climate. Not much is known, however, about the effect of social relationships when the safety climate is low. This study explored whether high-quality social relationships could compensate for a low level of safety climate. Hypotheses were tested among 673 employees and 46 managers from 46 departments in 11 manufacturing organizations in Israel. Results of both partial least squares and mixed-model procedures showed that employees’ climate perceptions mediate the relationship of supervisors’ climate perceptions with employees’ safety behavior. In addition, employees’ climate perceptions interacted with the quality of relationships with colleagues to affect safety behavior. However, the quality of the relationship with supervisors did not moderate the relationship between supervisors’ and employees’ climate perceptions. The results suggest that high-quality social relationships with colleagues could buffer the effects of low-level safety climate.

The role of organizational service climate in generating control and empowerment among workers and customers

Abstract Previous studies have found a relationship between service climate and customers’ satisfaction. This paper presents two studies that used structural equation modeling to examine the role of control and empowerment in mediating this relationship. In the first study, questionnaires were administered to 113 pairs of customers and service workers. The results show that service climate is related to a customers satisfaction through the mediation of a service workers self-reported control of the service situation. In the second study, the service workers sense of empowerment was predicted with service climate and the supervisors empowering behavior. The data was gathered with questionnaires administered to 255 workers in service roles. Service climate was found to have a positive effect on empowering leadership behaviors of the service workers supervisor which, in turn, enhance the service workers sense of empowerment. The results are discussed in regard to the role of control and empowerment in service organizations.

The relationship of customer satisfaction and service workers’ perceived control

The study examined three models that suggested direct, mediated, and moderated relationships among personality and situational variables relating to the service provider and customer satisfaction. Questionnaires were administered to 151 service provider‐customer dyads. The results support the model describing a mediation by job‐related control of the relationship between organizational variables relating to the service provider, on the one hand, and customer satisfaction, on the other. The service provider’s trait control was found to contribute to the prediction of job‐related control over and above the contribution of the organizational variables. Trait control moderates the relationship between empowering leadership and job‐related control, such that the relationship is significant only when trait control is low.

Coping strategies and leadership in the adaptation to social change: The Israeli Kibbutz

This research assessed adaptation to community change in the Israeli kibbutz. A sample of 270 kibbutz members provided self-reports on their perception of the leaders of the change, change appraisals, coping strategies, and assessment of change outcomes. The main results showed that the perception of transformational leadership was negatively related to threat/loss and positively related to challenge/controllability appraisals; challenge/controllability appraisals were related positively to problem-focused coping and positive affect, whereas threat/loss appraisals were related positively to emotion-focused coping and negative affect. The findings contribute to an understanding of the stress and coping processes during a major change in a communal way of life, and underline the importance of leadership perception as a resource that contributes to better adaptation.

Between commandments and laws: Religiosity, political ideology, and legal obedience in Israel

This paper presents three surveys designed to examine the effect ofreligiosity and political ideology on legal disobedience among Israeli citizens. In addition to samples of the general Jewish population (N = 1,728), thesurveys included samples of three groups characterized by a combinationof religiosity and right-wing political orientation: Yeshiva (religiousseminary) students (N = 464), ultra-orthodox Jews (N = 217), andsettlers in the occupied territories (N = 361). The results show thatacceptance of the rule of law is weaker among ultra-orthodox andright-wing respondents. Furthermore, compared to the general populationof Jews, Yeshiva students and ultra-orthodox Jews expressed lower levelsof commitment to legal obedience. Comparison of attitudes before andafter the occurrence of controversial legal and political events indicated thatsuch events have a generalized effect on legal obedience.