Brian A. Costello, Thomas G. McLeod, G. Richard Locke, Ross A. Dierkhising, Kenneth P. Offord and Robert C. Colligan
The purpose of this research is to determine whether a pessimistic or hostile personality style adversely affects satisfaction with out‐patient medical visits. Many patient and…
Abstract
Purpose
The purpose of this research is to determine whether a pessimistic or hostile personality style adversely affects satisfaction with out‐patient medical visits. Many patient and health care provider demographic characteristics have been related to patient satisfaction with a health care encounter, but little has been written about the association between patients' personality characteristics and their satisfaction ratings.
Design/methodology/approach
An eight‐item patient satisfaction survey was completed by 11,636 randomly selected medical out‐patients two to three months after their episode of care. Of these, 1,259 had previously completed a Minnesota Multiphasic Personality Inventory (MMPI). The association of pessimism and hostility scores with patient satisfaction ratings was assessed.
Findings
Among patients who scored high on the pessimism scale, 59 percent rated overall care by their physicians as excellent, while 72 percent with scores in the optimistic range rated it as excellent (p=0.003). Among the hostile patients, 57 percent rated their overall care by physicians as excellent, while 66 percent of the least hostile patients rated it as excellent (p=0.002).
Originality/value
Pessimistic or hostile patients were significantly less likely to rate their overall care as excellent than optimistic or non‐hostile patients.
Details
Keywords
Thomas G. McLeod, Brian A. Costello, Robert C. Colligan, Ross A. Dierkhising, Timothy J. Beebe, Kenneth P. Offord and G. Richard Locke
Patient satisfaction surveys are increasingly used to assess the quality of health care delivery. Unfortunately, survey non‐response may compromise generalizability (and…
Abstract
Purpose
Patient satisfaction surveys are increasingly used to assess the quality of health care delivery. Unfortunately, survey non‐response may compromise generalizability (and inferential value). Although prior studies demonstrate an association between patient socio‐demographic variables and response rate, relatively little information is available linking personality factors to non‐response. This paper's purpose is to define outpatient satisfaction survey non‐responder personality characteristics.
Design/methodology/approach
Minnesota Multiphasic Personality Inventory profiles of patients who completed an outpatient satisfaction survey were compared with non‐responder profiles. Multivariate analysis was used to adjust for demographic and personality covariates. The study sample included 1,862 medical outpatients who were sent a satisfaction survey and Minnesota Multiphasic Personality Inventory results on record at this institution. Of these, 1,255 were survey responders and 607 were non‐responders.
Findings
Scores on three Minnesota Multiphasic Personality Inventory scales were significantly correlated with non‐response: higher scores on scales 4 – Psychopathic deviate (Pd) and 8 – Schizophrenia (Sc) predicted an increased likelihood of non‐response (odds ratio [OR], 1.02; p≤0.05 for both), and higher scores on 7 – Psychasthenia (Pt) were associated with a decreased likelihood of non‐response (OR, 0.98; p≤0.01).
Originality/value
Prior investigations demonstrate an association between patient socio‐demographic factors and survey non‐response. This paper uniquely highlights patient personality characteristics' contribution to non‐response. This information is an important consideration for patient satisfaction survey design, administration and interpretation.
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Michael Howe, Chu-Hsiang (Daisy) Chang and Russell E. Johnson
Research on self-regulation has tended to focus on goal-related performance, with limited attention paid to individuals’ affect and the role it plays during the goal-striving…
Abstract
Research on self-regulation has tended to focus on goal-related performance, with limited attention paid to individuals’ affect and the role it plays during the goal-striving process. In this chapter we discuss three mechanisms to integrate affect within a control theory-based self-regulation framework, and how such integrations inform future research concerning employee stress and well-being. Specifically, affect can be viewed as a result of velocity made toward one’s desired states at work. Fast progress results in positive affect, which enhances employee well-being and reduces the detrimental effects associated with exposure to occupational stressors. On the other hand, slow or no progress elicits negative affect, which induces employee distress. Second, affect can also be considered an input of self-regulation, such that employees are required to regulate their emotional displays at work. Employees who perform emotional labor compare their actual emotional display against the desired display prescribed by display rules. Third, affect can function as a situational disturbance, altering employees’ perceptions or assessments of the input, comparator, and output for other self-regulatory processes.
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Richard C. Becherer, Mark E. Mendenhall and Karen Ford Eickhoff
Entrepreneurship and leadership may flow from the same genealogical source and the appearance of separation of the two constructs may be due to differences in the contexts through…
Abstract
Entrepreneurship and leadership may flow from the same genealogical source and the appearance of separation of the two constructs may be due to differences in the contexts through which the root phenomenon flows. Entrepreneurship and leadership are figuratively different manifestations of the need to create. To better understand the origin of entrepreneurship and leadership, research must first focus on the combinations or hierarchy of traits that are necessary, but perhaps not sufficient, to stimulate the two constructs. Factors that trigger a drive to create or take initiative within the individual in the context of a particular circumstance should be identified, and the situational factors that move the individual toward more traditional leader or classic entrepreneurial-type behaviors need to be understood.
Katrina P. Merlini, Patrick D. Converse, Erin Richard and Anthony Belluccia
Allocation of individuals' resources among multiple goals is an increasingly prominent theoretical and practical issue. Despite several theoretical perspectives that highlight the…
Abstract
Purpose
Allocation of individuals' resources among multiple goals is an increasingly prominent theoretical and practical issue. Despite several theoretical perspectives that highlight the potential role of affect in this resource allocation process, empirical work on the topic is quite limited with little focus on the activation dimension of affect. This study aimed to provide further insight into this issue.
Design
The current research explored the role of the activation dimension of affect in a multiple-goal environment. Specifically, 118 individuals participated in a 21-day longitudinal study in which they reported on affect and resource allocation related to two real-life goals.
Findings
Multilevel-modeling analyses indicated that activation positively relates to allocation of resources (effort, intended effort, and intended time devoted to a goal). The results also illustrate that task-related negative valence is a significant predictor for two of the three indicators of resource allocation (intended effort was the exception).
Value
This research informs theory and practice at the intersection of emotion and work motivation by investigating a relatively understudied dimension of affect and provides results that help clarify the role of affect during the pursuit of multiple, competing goals.
Details
Keywords
Marianne Johnson and Martin E. Meder
X = multiple interpretations
Barrie O. Pettman and Richard Dobbins
This issue is a selected bibliography covering the subject of leadership.
Abstract
This issue is a selected bibliography covering the subject of leadership.
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V. Kumar, Ashley Goreczny and Todd Maurer
The purpose of this study is to understand how a salesperson’s preset goals, customer satisfaction levels and past performance affect the extent of goal achievement, as well as…
Abstract
Purpose
The purpose of this study is to understand how a salesperson’s preset goals, customer satisfaction levels and past performance affect the extent of goal achievement, as well as how job-specific attitudes and emotions affect the relationship between preset goals and goal achievement.
Design/methodology/approach
This study uses a modeling framework with both main, moderating and mediating effects, using transaction data and survey results from a telecommunications firm.
Findings
The results indicate that preset goals and customer satisfaction, interestingly, have an inverted-U relationships with goal achievement. Further, attitudes and emotions regarding workplace conduciveness and workplace ethics and diversity, reduce the effect preset goals have on goal achievement. However, attitudes and emotions regarding workplace philosophy strengthens the effect preset goals have on goal achievement, whereas with disagreement, this relationship diminishes.
Research limitations/implications
Two of the primary limitations of this study are: one, because of the cross-sectional nature of the study, there is limited opportunity to control for unobserved heterogeneity; and two, performance goal achievement, though is important for the firm, is one of many potential goals that affect a salesperson. For example, customer satisfaction goals or a one-time special event goals could play a role. Therefore, only using performance goal achievement could be a limitation of this study.
Originality/value
This study contributes to academic literature in three ways. First, it demonstrates the diminishing effect of customer satisfaction on goal achievement. Second, it identifies an inverse U-shaped relationship between preset goals and goal achievement. Finally, it examines how attitudes and emotions regarding workplace culture (conduciveness, ethics and diversity and philosophy) affect the relationship between preset goals and goal achievement.
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ANITA M.M. LIU and RICHARD FELLOWS
Researchers have written extensively on the partnering approach in project procurement. Some emphasize it as a process, i.e. how it works in terms of the project structure…
Abstract
Researchers have written extensively on the partnering approach in project procurement. Some emphasize it as a process, i.e. how it works in terms of the project structure, signing of agreements, etc., and others emphasize the nature of the partnering culture dimensions, i.e. how it works in terms of operating in trust and harmony. It is postulated that the Confucian concept of self‐cultivation is central to the development of the values of trust and harmony. Western perspectives on the partnering culture are relatively abundant in writing; the intention of this paper is to complement existing literature with an Eastern perspective to develop a behavioural model of partnering. This paper examines the partnering dimensions and postulates that an understanding of (1) the Eastern concept of self and self‐cultivation, and (2) the central role of goal setting at strategic and project levels will enhance goal attainment in partnering.