Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworker, was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

高支模施工安全管理问题与对策

高支模工程安全管理不仅需要很高的技术,而且安全管理本身也具有较大的随机性,这就导致相关人员在开展安全管理工作时具有一定的难度。面对这一问题,相关监理人员必须从施工方案的审批、应急预案的落实、质量安全作业的施工技术交底和施工过程中所需要的各种原材料进场前的检验等方面加强管理。     

Robust supervisory control of timed discrete event systems under partial observation based on eligible time bounds: The existence conditions

This paper addresses a supervisory control problem for uncertain timed discrete event systems (DESs) under partial observation. An uncertain timed DES to be controlled is represented by a set of possible timed models based on the framework of Brandin and Wonham [(1994). Supervisory control of timed discrete event systems. IEEE Transactions on Automatic Control, 39(2), 329-342]. To avoid the state space explosion problem caused by tick events in the timed models, a notion of eligible time bounds is proposed for a single timed model obtained from the set of all possible timed models. Based on this notion, we present the necessary and sufficient conditions for the existence of a robust supervisor achieving a given language specification for the single timed model. Moreover, we show that the robust supervisor can also achieve the specification for any timed model in the set.     

我国公司监事会制度的法律思考

在现实经济生活中,由于观念、体制和立法等因素的影响,我国公司监事会的功能难以发挥,甚至产生监事会虚化现象。本文在全面分析公司监事会制度产生的理论依据和价值功效的基础上,从探讨监事会虚化现象产生的根源入手,试图提出完善我国公司监事会制度的立法对策,以期能为我国企业公司化改造和建立现代企业制度提供有力的保障。     

When the presence of creative coworkers is related to creativity: Role of supervisor close monitoring, developmental feedback, and creative personality.

Study 1 was conducted to examine the contribution of the joint condition of supervisor close monitoring and the presence of creative coworkers to employees' creativity. In addition to replicating Study 1's results, Study 2 examined (a) the joint condition of supervisor developmental feedback and presence of creative coworkers and (b) whether creative personality moderated the contributions of the 2 joint conditions. Converging results from the 2 field studies demonstrated that when creative coworkers were present, the less supervisors engaged in close monitoring, the more employees exhibited creativity. Study 2 also found that the contribution of this joint condition was stronger for employees with less creative personalities and that when creative coworkers were present, the more supervisors provided developmental feedback, the more employees exhibited creativity. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Accounting for Subordinate Perceptions of Supervisor Power: An Identity-Dependence Model.

The authors present a model that explains how subordinates perceive the power of their supervisors and the causal mechanisms by which these perceptions translate into subordinate outcomes. Drawing on identity and resource-dependence theories, the authors propose that supervisors have power over their subordinates when they control resources needed for the subordinates' enactment and maintenance of current and desired identities. The joint effect of perceptions of supervisor power and supervisor intentions to provide such resources leads to 4 conditions ranging from highly functional to highly dysfunctional: confirmation, hope, apathy, and progressive withdrawal. Each of these conditions is associated with specific outcomes such as the quality of the supervisor-subordinate relationship, turnover, and changes in the type and centrality of various subordinate identities. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The effect of a course in psychology on the attitudes of research and development supervisors.

In comparing lecture and nondirective approaches to changing group attitudes, 72 corporation supervisors taking a psychology course were subjected to pre and posttest comparisons of attitudes toward the supervisory role using a sentence completion test with both experimental and control groups. Negative findings involving a worsening of attitudes in the control group was attributed to group solidarity stimulated by threat of competition being forced upon them from without. The lecture method and emphasis on research findings produced improved attitudes toward supervisory work. (19 ref.) (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Self-esteem and the diffusion of leadership style.

Neither simple imitation, nor motivational coincidence, is adequate either to explain the frequent, superficial absence of similarities in leadership style across hierarchical levels (leadership climate) or to prescribe the best means for changing the style involved when climate does occur. Self-esteem of the lower-level supervisor is investigated as a mediating variable in this problem, in the context of an organization in which no formal human relations training had taken place. Variables were measured by questionnaires submitted to 17 foremen and their 330 male subordinates in a packaging materials plant. Hypotheses, all confirmed by the data, relate supportiveness of the foreman's supervisor to the foreman's behavior toward his subordinates through the attendant consequences of the foreman's self-esteem. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

An evaluation of two approaches to discipline in industry.

A case involving clear-cut violation of a no-smoking rule, with a clearly defined penalty, was role-played by groups of industrial supervisors acting as foreman, union steward, and worker. After role-playing, 52% of the foremen altered their decisions and reached "adjusted" decisions (human relations approach); 35% persisted in following the rule (judicial approach); 13% failed to settle the matter in the time allowed. The human relations approach was more successful than the judicial in that the participants were better satisfied. (PsycINFO Database Record (c) 2010 APA, all rights reserved)