Effects of a Justice-Based Partnership Between Employees and Families in Creating Services and Supports to Enhance Quality of Life Outcomes.

We propose a justice-based partnership between employees and family members as a means to create services and support systems for people with intellectual disability, enhancing quality of life indicators. More specifically, we examine the links from mutual intergroup justice to three outcomes reported by family members: satisfaction with the center, service quality delivered by employees, and performance focused on the quality of life of people with intellectual disability. We used data from 111 centers. In each center, a group of family members (n = 845) and a group of employees (n = 914) participated. Multilevel modeling revealed that mutual intergroup justice (between employees and family members) has a positive effect on satisfaction with the center, perceptions of functional and relational service quality, and performance based on quality of life.

Coping with burnout symptoms through task significance in professionals working with individuals with intellectual disability / El afrontamiento de los síntomas de burnout a través del significado de la tarea en profesionales que trabajan con personas con discapacidad intelectual

This study examined an intervention that links task significance (one’s job has a positive impact on other people) to burnout symptoms of professionals working in organizations for individuals with intellectual disability. Professionals assigned to the experimental condition participated in teams designed to enhance the positive impact of their work on others (task significance). To do so, teams focused on a task to improve the quality of life of individuals with intellectual disability. Professionals assigned to the control condition did not participate in these teams, and they continued with their usual work. All the participating professionals answered a questionnaire about burnout before and after the intervention. Mixed ANOVA indicated that professionals who participated in teams reduced their exhaustion symptoms (comparing pre vs. post intervention scores) and kept their cynicism levels stable. Professionals assigned to the control condition increased their cynicism symptoms. We conclude with a discussion of theoretical and practical implications (AU)

Este estudio puso a prueba una intervención que vincula el significado de la tarea (el trabajo de uno tiene un impacto positivo en otras personas) con los síntomas de burnout de los profesionales que trabajan en organizaciones para personas con discapacidad intelectual. Los profesionales asignados a la condición experimental participaron en equipos diseñados para mejorar el impacto positivo de su trabajo en los demás (significado de la tarea). Para ello, los equipos se centraron en una tarea para mejorar la calidad de vida de las personas con discapacidad intelectual. Los profesionales asignados a la condición control no participaron en estos equipos y continuaron con su trabajo habitual. Todos los profesionales que participaron respondieron un cuestionario sobre burnout antes y después de la intervención. Los ANOVA mixtos indicaron que los profesionales que participaron en los equipos redujeron sus síntomas de agotamiento (comparando las puntuaciones pre y post intervención) y mantuvieron estables sus niveles de cinismo. Los profesionales asignados a la condición de control aumentaron sus síntomas de cinismo. Se concluye comentando las implicaciones teóricas y prácticas (AU)

Ethical leaders promote quality of life through fair and trust-based relationships / Líderes éticos promovem qualidade de vida por meio de relacionamentos justos e baseados em confiança / Los líderes éticos promueven la calidad de vida a través de relaciones justas basadas en la confianza

Ethical leadership has become an important field of research. This article examines the impact of ethical leadership within the context of healthcare organizations. Based on social learning theory, we examine the relationship between ethical leadership and quality of life, mediated by peer justice and moderated by trust in the leader. Participants in this study consisted of 388 professionals from 59 centers affiliated with "Plena Inclusión", an NGO whose mission is to improve the quality of life of individuals with intellectual disabilities in Spain. Results showed a significant relationship between ethical leadership and quality of life, through a partial mediation of overall peer justice. Furthermore, the moderated indirect links between ethical leadership and quality of life through peer justice confirmed high levels of trust in the leader. Theoretical and practical implications and limitations of this research are discussed.

A liderança ética tornou-se um importante campo de pesquisa. Este artigo examina o impacto da liderança ética no contexto das organizações de saúde. Com base na teoria da aprendizagem social, examinamos a relação entre liderança ética e qualidade de vida, mediada pela justiça entre pares e moderada pela confiança no líder. Os participantes deste estudo foram 388 profissionais de 59 centros afiliados à "Plena Inclusión", uma ONG que tem como missão melhorar a qualidade de vida das pessoas com deficiência intelectual na Espanha. Os resultados indicam uma relação significativa entre liderança ética e qualidade de vida mediada parcialmente pela justiça entre os pares. Além disso, as ligações indiretas moderadas entre a liderança ética e a qualidade de vida por meio da justiça entre pares confirmaram altos níveis de confiança no líder. São discutidas as implicações e limitações teóricas e práticas desta pesquisa.

El liderazgo ético se ha convertido en un importante campo de investigación. Este artículo examina el impacto del liderazgo ético en el contexto de las organizaciones sanitarias. Con base en la teoría del aprendizaje social, examinamos la relación entre el liderazgo ético y la calidad de vida, mediada por la justicia entre iguales y moderada por la confianza en el líder. En este estudio participaron 388 profesionales de 59 centros afiliados a "Plena Inclusión", ONG cuya misión es mejorar la calidad de vida de las personas con discapacidad intelectual en España. Los resultados muestran una relación significativa entre liderazgo ético y calidad de vida a través de la mediación parcial de la justicia entre iguales. Además, los vínculos indirectos moderados entre el liderazgo ético y la calidad de vida a través de la justicia entre iguales confirmaron altos niveles de confianza en el líder. Se discuten las implicaciones y limitaciones teóricas y prácticas de esta investigación.

Participation in collaborative projects as a precursor of trust in organizations for individuals with intellectual disability.

The present study focuses on organizations delivering services to individuals with intellectual disability, where trust relations between professionals and family members are required. More specifically, we examine the existence of significant differences in the degree to which family members and professionals trust each other. We also propose that their joint participation in collaborative teams (VI) will improve trust (VD). Specifically, our teams (experimental condition) designed and implemented collaborative projects with the participation of professionals and family members. Participants in the control condition did not participate in the collaborative projects. Our results confirmed that family members trust professionals more than professionals trust family members. Their joint participation in collaborative projects improved professionals' trust in family members over time, compared to the control condition. The effect of collaborative projects was not significant for family members' trust in professionals.

Why do people spend money to help vulnerable people?

Prosocial spending has been linked to positive benefits for individuals and societies. However, little is known about the precursors of prosocial spending directed to vulnerable people. We experimentally tested the effect of a first exposure to a prosocial donation decision on subsequent prosocial spending. We also examined the direct links from eudaimonic well-being beliefs (contribution-to-others and self-development) to prosocial spending, as well as the interaction between these beliefs and autonomy in predicting the money given. A total of 200 individuals participated in the study. Results showed that, compared to two control groups ("totally self-focused" and "no first-exposure"), an initial exposure to a prosocial donation decision increases subsequent prosocial spending. In addition, we observed an anchoring bias from the initial prosocial donation to subsequent prosocial spending. Regression analyses also confirmed the existence of a positive significant relationship between contribution-to-others beliefs and prosocial spending. Finally, we observed a significant interaction between autonomy and self-development well-being beliefs, such that autonomy strengthens the link from self-development beliefs to prosocial spending. In general, our results confirmed the significant role of exposure, anchoring, autonomy, and well-being beliefs in predicting the money spent to help vulnerable people.

Organizational performance focused on users' quality of life: The role of service climate and "contribution-to-others" wellbeing beliefs.

The investigation of organizational factors as precursors of the quality of life (QoL) of service users in organizations for individuals with intellectual disability has been relatively neglected.With this in mind, this study tests the mediation of service climate between employee's "contribution-to-others" wellbeing beliefs (COWBs) and organizational performance focused on the QoL of individuals with intellectual disability. A total of 104 organizations participated in the study. Data were collected from 885 employees and 809 family members of individuals with intellectual disability. The results of the multilevel mediation model supported the hypotheses. When employees believe that their own wellbeing depends on helping others (COWBs) service climate reported by employees is stimulated. Service climate in turn was associated with organizational performance focused on QoL of people with intellectual disability, assessed by family members. The manuscript concludes with theoretical and practical implications of the study.

Linking Staff Burnout to Family Members' Satisfaction in Centers for People With Intellectual Disabilities: A Service Chain Approach.

Research in centers for people with intellectual and developmental disabilities has somewhat neglected the relationship between workers' burnout and users' service evaluations. Two independent survey studies tested this connection. In the first study (100 centers, 714 workers, and 612 family members), results confirmed that burnout has a negative relationship with workers' perceptions of service quality. In turn, these perceptions are associated with the service quality perceptions of family members and their satisfaction with the service. In a replication sample (86 centers, 601 workers, and 819 family members), we reproduced these results and added situational constraints in the model. Both social and technical constraints correlated positively and significantly with burnout. These studies offer a view of the relationships between burnout and service quality.

Surface acting and exhaustion: The moderating role of eudaimonia.

Surface acting (faking emotions) is one of the stressors experienced by contact employees during service interactions with customers, and it has implications for workers' exhaustion. One challenge of research and practice is to identify moderators that help to better understand the positive relationships between surface acting and exhaustion. The present study proposes the two dimensions of eudaimonia beliefs about well-being (self-development and contribution-to-others beliefs) as moderators between surface acting and exhaustion. We performed regression analyses with 817 contact employees working in 118 health-care organizations providing services to people with intellectual disability. Results confirmed the hypotheses, showing that contribution-to-others strengthens the link from surface acting to exhaustion, whereas self-development weakens this relationship. Therefore, self-development beliefs act as a protector for workers when they have to deal with situations that require surface acting.

Validating justice climate and peer justice in a real work setting / La validación del clima de justicia y de la justicia entre compañeros en un entorno real de trabajo

In this study we tested the validity of justice climate and peer justice, measured as second-order constructs, in a real work setting. First, we investigated the appropriateness of aggregating first-order facets of justice climate and peer justice to work-unit level of analysis. Second, we examined the construct validity of justice climate and peer justice as two different factor structures. Third, we tested the hierarchical structure of justice climate and peer justice as second-order factors. Finally, we examined the predictive validity of second-order factors justice climate and peer justice within a nomological network composed of reciprocity with the supervisor and reciprocity with coworkers. We conducted these analyses in a sample of 532 employees nested in 79 organizations. Our results suggest the validity of justice climate and peer justice measured as second-order factors. We discuss these results and their implications for organizational justice research (AU)

Este estudio examina la validez del clima de justicia y clima de justicia entre compañeros como constructos de segundo orden en un contexto real de trabajo. Primero, se examinó la agregación al nivel grupal de las facetas de primer orden de cada clima. Segundo, se examinó la validez de constructo clima de justicia y clima de justicia entre compañeros por separado. Tercero, se analizó la estructura jerárquica de ambos climas como constructos de segundo orden. Finalmente, se calculó la validez predictiva de estos constructos de segundo orden en una red nomológica constituida por reciprocidad con el supervisor y con los compañeros de trabajo. Estos análisis fueron realizados con una muestra de 532 trabajadores agrupados en 79 organizaciones. Los resultados plantean la validez del clima de justicia y clima de justicia entre compañeros como factores de segundo orden. Se discuten los resultados y sus implicaciones para la justicia organizacional (AU)

The Moderating Role of Performance in the Link From Interactional Justice Climate to Mutual Trust Between Managers and Team Members.

The main goal of this study was to examine the interaction between team members' performance and interactional justice climate in predicting mutual trust between managers and team members. A total of 93 small centers devoted to the attention of people with intellectual disability participated in the study. In each center, the manager (N = 93) and a group of team members (N = 746) were surveyed. On average, team members were 36.2 years old (SD = 9.3), whereas managers were 41.2 years old (SD = 8.8). The interaction between interactional justice climate and performance was statistically significant. Team members' performance strengthened the link from interactional justice climate to mutual trust.

Intergroup conflict and rational decision making.

The literature has been relatively silent about post-conflict processes. However, understanding the way humans deal with post-conflict situations is a challenge in our societies. With this in mind, we focus the present study on the rationality of cooperative decision making after an intergroup conflict, i.e., the extent to which groups take advantage of post-conflict situations to obtain benefits from collaborating with the other group involved in the conflict. Based on dual-process theories of thinking and affect heuristic, we propose that intergroup conflict hinders the rationality of cooperative decision making. We also hypothesize that this rationality improves when groups are involved in an in-group deliberative discussion. Results of a laboratory experiment support the idea that intergroup conflict -associated with indicators of the activation of negative feelings (negative affect state and heart rate)- has a negative effect on the aforementioned rationality over time and on both group and individual decision making. Although intergroup conflict leads to sub-optimal decision making, rationality improves when groups and individuals subjected to intergroup conflict make decisions after an in-group deliberative discussion. Additionally, the increased rationality of the group decision making after the deliberative discussion is transferred to subsequent individual decision making.

El trabajo emocional desde una perspectiva clarificadora tras treinta años de investigación / The Emotional Work from a Clarifying Perspective after Thirty Years of Research

El presente trabajo tiene como objetivo el análisis del concepto de "trabajo emocional". Específicamente, a través de un enfoque integrador, se pretende clarificar a qué hace referencia el trabajo emocional y diferenciarlo de conceptos con los que comúnmente se relaciona en la literatura existente. Además, se analiza una de las últimas propuestas sobre cómo se podría producir el trabajo emocional aplicado al contexto de las organizaciones de servicios. Por último, se analizan los antecedentes que la literatura señala como aspectos potenciales para la aparición del trabajo emocional y las consecuencias que éste puede ocasionar en los resultados organizacionales, como es la calidad de servicio y en la salud psicosocial de los trabajadores.

This paper aims to analyze the concept of Emotional Work. Specifically, through an integrated approach, it is intended to clarify what is Emotional Work and differentiate concepts that are commonly associated in the literature. Also, one of the latest proposals on how they could produce the Emotional Work applied to the context of service organizations is analyzed. Finally, the background literature identifies as potential issues for the appearance of emotional labor and the consequences it can have on organizational outcomes, such as quality of service and the psychosocial health of workers are analyzed.

Linking Emotional Dissonance and Service Climate to Well-Being at Work: A Cross-Level Analysis / Relaciones de la disonancia emocional y del clima de servicio con el bienestar en el trabajo: un estudio transnivel

In this study, emotional dissonance and service climate are related to well-being at work through two independent corridors. To consider emotional dissonance and service climate, we designed a cross-level model where multilevel predictors (individual emotional dissonance and work-unit service climate) were related to individual levels of burnout and engagement. Using a sample of 512 employees working in 152 work-units, we confirmed the existence of a model where service climate is significantly related to burnout and engagement, beyond the role of emotional dissonance. The research concludes with a discussion of these results and future implications.

Este trabajo analiza las relaciones entre disonancia emocional y clima de servicio con bienestar en el trabajo, siguiendo dos vías. Se realizó un diseño transnivel en el que se analizan variables en diferentes niveles (disonancia emocional a nivel individual y clima de servicio work-unit), como predictores de burnout y engagement. En el estudio participó una muestra de 512 trabajadores pertenecientes a 152 unidades de trabajo. Los análisis multinivel confirmaron la existencia de un modelo donde el clima de servicio está directamente relacionado con los niveles de burnout y engagement de los trabajadores, una vez controlado su nivel de disonancia emocional. La investigación concluye con la discusión de los resultados y las implicaciones de los mismos.

Calidad y bienestar en organizaciones de servicios: el papel del clima de servicio y la justicia organizacional / Quality and well-being in service organizations: the role of service climate and organizational justice

Este trabajo revisa los avances en la línea de investigación sobre Organizaciones de Servicios desarrollada por el IDOCAL (Instituto de Investigación en Psicología de los RRHH, Desarrollo Organizacional y Calidad de Vida Laboral, Universidad de Valencia), y la incardinación de la misma con la investigación internacional. La investigación realizada tiene como objetivo general el hacer compatible el bienestar del trabajador y su desempeño en términos de calidad de servicio ofrecida al usuario, ello en consonancia con la estrategia de la Unión Europea para salir de la crisis. Las grandes temáticas que se tratan son: la calidad de servicio, el clima de servicio, el bienestar y la justicia organizacional. En general, los resultados indican la existencia de sinergias positivas entre bienestar y desempeño en el sector servicios

This paper reviews the progress in the line of research on Service Organizations at IDOCAL (Research Institute on Personnel Psychology, Organizational Development, and Quality of Working Life, University of Valencia), and its integration with international research efforts. The investigation we have carried out has as common general objective the compatibility of the well-being and performance of workers (the latter in terms of service quality to users), in accordance with the strategy of the European Union to end the crisis. The main topics covered are service quality, service climate, well-being, and organizational justice. In general, our findings indicate the existence of positive synergies between well-being and performance in the service sector

Perceived reciprocity and well-being at work in non-professional employees: fairness or self-interest?

This article assesses the links between non-professional employees' perceptions of reciprocity in their relationships with their supervisors and the positive and negative sides of employees' well-being at work: burnout and engagement. Two hypotheses were explored. First, the fairness hypothesis assumes a curvilinear relationship where balanced reciprocity (when the person perceives that there is equilibrium between his/her efforts and the benefits he/she receives) presents the highest level of well-being. Second, the self-interest hypothesis proposes a linear pattern where over-benefitted situations for employees (when the person perceives that he/she is receiving more than he/she deserves) increase well-being. One study with two independent samples was conducted. The participants were 349 employees in 59 hotels (sample 1) and 690 employees in 89 centres providing attention to people with mental disabilities (sample 2). Linear and curvilinear regression models supported the self-interest hypothesis for the links from reciprocity to burnout and engagement. We conclude with theoretical implications and opportunities for future research.

Validation of a measure of service climate in organizations / Validación de una medida de Clima de Servicio en las organizaciones

Service climate is critical for organizations pertaining to the service sector. It reflects the importance organizations attribute to service quality and efforts to please customers. Using previous work of Schneider, White, and Paul (1998) as starting point, this research validates a measure of service climate in the Spanish language. Data from two survey study projects were brought together. A total of 120 hotels, located in Spain, participated in the research. The sample consisted of 508 frontline hotel employees distributed in 152 work-units. Our results confirmed that construct and predictive validity are satisfactory, with four factors describing the facets of service climate: Global Service Climate, Customer Feedback, Customer Orientation, and Managerial Practices. Findings support the idea that frontline employees pertaining to the same work-unit are able to develop shared perceptions of service climate beyond individual differences. The scale is confirmed as a good measure of service climate in the Spanish context(AU)

El Clima de Servicio resulta crítico en organizaciones del sector servicios. Refleja la importancia que las organizaciones atribuyen a la calidad del servicio así como los esfuerzos para complacer a los clientes. Considerando el trabajo de Schneider, White y Paul (1998) como punto de partida, este trabajo valida una medida del clima de servicio en español. Para ello se han desarrollado dos estudios de campo. Un total de 120 hoteles, ubicados en España, participaron en la investigación. La muestra estuvo conformada por 508 empleados de hoteles distribuidos en 152 unidades de trabajo. Nuestros resultados confirmaron que la validez de constructo y predictiva son satisfactorias, con cuatro factores que limitan la descripción de las facetas del clima de servicio: Servicio Global del Clima, Comentarios del cliente, orientación al cliente, y prácticas de gestión. Los resultados apoyan que los empleados de primera línea pertenecientes a la misma unidad de trabajo son capaces de desarrollar percepciones compartidas de clima servicio más allá de las diferencias individuales. La escala se confirma como una buena medida del clima de servicio en el contexto español(AU)

Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.

This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. (SD=9.7) for men and 34.5 yr. (SD=11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis indicated that the women and men differed in the association of functional and relational dimensions of service quality with their satisfaction and loyalty. Functional service quality was higher for the men than the women, while relational service quality showed greater predictive power for women than for men, although these accounted for only 4% of the customers' satisfaction variance and 6% of the loyalty variance.

Linking organizational justice to burnout: are men and women different?

This study tested the links from organizational justice with burnout and the moderating role of sex in these relationships. A total of 279 contact employees (149 men and 130 women) were surveyed in 59 hotels. A questionnaire was used to measure distributive, procedural, and interactional justice as well as employees' burnout (exhaustion, cynicism, and efficacy). Hierarchical regression models, calculated to test the hypothesized effects, indicated the predominance of procedural justice over distributive and interpersonal with regard to the direct relationships between organizational justice and burnout. Analysis also showed that links from interactional justice with exhaustion and cynicism were greater for women than for men. In contrast, there were no significant sex differences on the efficacy dimension.

Efecto modulador del tipo de segmento en la predicción de la satisfacción del consumidor / The moderating role of type of segment in the prediction of customer satisfaction

Este trabajo de investigación pone a prueba el efecto modulador del tipo de segmento de cliente (funcional vs. hedonista) entre las relaciones de la confirmación de expectativas y del afecto con la satisfacción del cliente. Para ello, se ha llevado a cabo un estudio de campo en el que 244 clientes de 39 hoteles contestaron a un cuestionario. Los resultados indicaron que la relación entre la confirmación de expectativas y la satisfacción era de mayor magnitud en el segmento funcional que en el hedonista. Por el contrario, la relación entre el afecto positivo y la satisfacción fue mayor en el segmento hedonista que en el funcional. El trabajo finaliza con la discusión de las implicaciones teóricas y prácticas de los resultados

The present research tests the moderating role of type of customer segment (functional vs. hedonist) in the links from disconfirmation of expectations and affect to customer satisfaction. To this end, a field survey study was conducted using a sample of 244 customers from 39 hotels. The findings showed that the relationship between disconfirmation of expectations and customer satisfaction was greater for the functional segment than for the hedonist. In contrast, the relationship between positive affect and customer satisfaction was greater for the hedonist segment than for the functional. The paper concludes with a discussion of theoretical and managerial implications of the results