The effects of moral judgment and moral identity on moral behavior: An empirical examination of the moral individual.

Recognizing limitations in classic cognitive moral development theory, several scholars have drawn from theories of identity to suggest that moral behavior results from both moral judgments and moral identity. The authors conducted 2 survey-based studies with more than 500 students and managers to test this argument. Results demonstrated that moral identity and moral judgments both independently influenced moral behavior. In addition, in situations in which social consensus regarding the moral behavior was not high, moral judgments and moral identity interacted to shape moral behavior. This interaction effect indicated that those who viewed themselves as moral individuals pursued the most extreme alternatives (e.g., never cheating, regularly cheating)--a finding that affirms the motivational power of a moral identity. The authors conclude by considering the implications of this research for both theory and practice. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Testing a social-cognitive model of moral behavior: The interactive influence of situations and moral identity centrality.

This article proposes and tests a social-cognitive framework for examining the joint influence of situational factors and the centrality of moral identity on moral intentions and behaviors. The authors hypothesized that if a situational factor increases the current accessibility of moral identity within the working self-concept, then it strengthens the motivation to act morally. In contrast, if a situational factor decreases the current accessibility of moral identity, then it weakens the motivation to act morally. The authors also expected the influence of situational factors to vary depending on the extent to which moral identity was central to a person’s overall self-conception. Hypotheses derived from the framework were tested in 4 studies. The studies used recalling and reading a list of the Ten Commandments (Study 1), writing a story using morally laden terms (Study 4), and the presence of performance-based financial incentives (Studies 2 and 3) as situational factors. Participants’ willingness to initiate a cause-related marketing program (Study 1), lie to a job candidate during a salary negotiation (Studies 2 and 3), and contribute to a public good (Study 4) were examined. Results provide strong support for the proposed framework. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis.

Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction-engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level employee satisfaction-engagement and these business-unit outcomes. One implication is that changes in management practices that increase employee satisfaction may increase business-unit outcomes, including profit. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The stigma of obesity in customer service: A mechanism for remediation and bottom-line consequences of interpersonal discrimination.

Using a customer service paradigm, the authors extended the justification-suppression model (JSM) of prejudice (C. S. Crandall & A. Eshleman, 2003) to include contemporary, covert forms of discrimination and to identify a discrimination remediation mechanism. Overall, the results of 3 studies revealed that actual and confederate obese shoppers in high-prejudice justification conditions faced more interpersonal discrimination than average-weight shoppers. Furthermore, Studies 1 and 2 demonstrate that adopting strategies that remove perceivers' justifications for discriminating against obese individuals (i.e., the controllability of weight) decreases the incidence of interpersonal discrimination. Additionally, Study 3 demonstrates negative bottom-line consequences of interpersonal discrimination for organizations (e.g., customer loyalty, purchasing behavior). Together, these studies confirm that the JSM applies to covert forms of discrimination, show the importance of examining subtle discrimination, and offer a mechanism for theory-driven strategies for the reduction of covert forms of discrimination. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Moral identity and the experience of moral elevation in response to acts of uncommon goodness.

Four studies using survey and experimental designs examined whether people whose moral identity is highly self-defining are more susceptible to experiencing a state of moral elevation after being exposed to acts of uncommon moral goodness. Moral elevation consists of a suite of responses that motivate prosocial action tendencies. Study 1 showed that people higher (vs. lower) in moral identity centrality reported experiencing more intense elevating emotions, had more positive views of humanity, and were more desirous of becoming a better person after reading about an act of uncommon goodness than about a merely positive situation or an act of common benevolence. Study 2 showed that those high in moral identity centrality were more likely to recall acts of moral goodness and experience moral elevation in response to such events more strongly. These experiences were positively related to self-reported prosocial behavior. Study 3 showed a direct effect on behavior using manipulated, rather than measured, moral identity centrality. Study 4 replicated the effect of moral identity on the states of elevation as well as on self-reported physical sensations and showed that the elevation mediates the relationship between moral identity, witnessing uncommon goodness, and prosocial behavior. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Moral identity and the expanding circle of moral regard toward out-groups.

This article examines moral identity and reactions to out-groups during intergroup conflict. Four studies suggest that a highly self-important moral identity is associated with an expansive circle of moral regard toward out-group members (Study 1) and more favorable attitudes toward relief efforts to aid out-group members (Study 2). Study 3 examines moral identity and national identity influences on the provision of financial assistance to out-groups. Study 4 investigates the relationship between moral identity and (a) the willingness to harm innocent out-group members not involved in the conflict and (b) moral judgments of revenge and forgiveness toward out-group members directly responsible for transgressions against the in-group. Results are discussed in terms of self-regulatory mechanisms that mitigate in-group favoritism and out-group hostility. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Cues to identity in online dyads: Effects of interpersonal versus intragroup perceptions on performance.

This article examines the impact of cues to personal identity on the quality of dyadic collaboration via computer-mediated communication systems. Study 1 (N=180) shows that an absence of cues to personal identity resulted in more work satisfaction and better subjective performance. Analyses suggested that this effect was mediated by perceptions of shared identity that emerged in cueless dyads. Study 2 (N=91) confirmed and extended these effects, showing parallel effects on objective performance. The effects of Study 1 were replicated among high identifiers but not low identifiers. This provides direct evidence that social identity played a role in enhancing the quality of dyadic collaboration. It also illustrates the distinction between interpersonal and intragroup processes in online interaction. We conclude that when individuals in a dyad consider themselves part of an overarching social group, anonymity can improve collaboration performance as a function of shared social identity. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Review of Personality, identity, and character: Explorations in moral psychology.

Reviews the book, Personality, identity, and character: Explorations in moral psychology edited by Darcia Narvaez and Daniel K. Lapsley (see record 2009-19087-000). The goal of the book is to begin to build an integrative approach to problems of morality. The thematic focus of the book is the examination of morality within the context of personality, identity, and character. The editors wisely do not call for a grand theory of morality, but instead recognise that readers who have thought about morality within the confines of their own approaches would benefit from the opportunity to learn how those with other disciplinary or subdisciplinary perspectives deal with their facets of the problem. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Understanding the relationship between moral judgment development and individual characteristics: The role of educational contexts.

This study examines variation in moral judgment level as measured by the Defining Issues Test 2 (DIT-2; J. R. Rest & D. Narvaez, 1998), based on individual demographic information and educational contexts. Individual DIT-2 scores and demographic information were obtained from the archived data sets housed at the Center for the Study of Ethical Development. The information on educational contexts was obtained by surveying the researchers who initially gathered the data. Hierarchical linear modeling was used to analyze DIT-2 data from 7,642 individuals and 65 institutions. Findings indicate that average DIT-2 scores vary significantly among institutions. Further, the authors found that the strength of the relation of DIT-2 scores to gender and English language status is significant and consistent across contexts, whereas the strength of the relation to educational level and political identity varies across contexts. These findings indicate that information about the individuals' educational context as well as the broader regional contexts should be taken into account to understand variation in individual levels of moral judgment. The findings can also be used as an interpretive guide for DIT-2 users. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Customer incivility as a social stressor: The role of race and racial identity for service employees.

Experiencing frequent incivility from customers is a noted social stressor linked with job burnout. Race (as a surface-level characteristic and as a deep-level identity) is proposed to explain emotional exhaustion, the primary burnout dimension, for service employees. The authors did not find that "microaggressions" were more likely toward racial minorities, nor any difference in job-related exhaustion between racial minority (primarily African American) and nonminority (White) retail employees. However, the centrality of minority employees' racial identity strengthened the association of customer incivility with emotional exhaustion because of increased stress appraisals, consistent with the Group Identity Lens Model. Proposals for future research on workforce racial diversity are made. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Dual processing and organizational justice: The role of rational versus experiential processing in third-party reactions to workplace mistreatment.

The moral perspective of justice proposes that when confronted by another person's mistreatment, third parties can experience a deontic response, that is, an evolutionary-based emotional reaction that motivates them to engage in retribution toward the transgressor. In this article, we tested whether the third party's deontic reaction is less strong when a rational (vs. experiential) processing frame is primed. Further, we tested whether third parties high (vs. low) in moral identity are more resistant to the effects of processing frames. Results from a sample of 185 French managers revealed that following an injustice, managers primed to use rational processing reported lower retribution tendencies compared with managers primed to use experiential processing. Third parties high in moral identity, however, were less affected by the framing; they reported a high retribution response regardless of processing frame. Theoretical and practical implications of these findings are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Employee customer orientation in context: How the environment moderates the influence of customer orientation on performance outcomes.

This empirical study evaluated the moderating effects of unit customer orientation (CO) climate and climate strength on the relationship between service workers’ level of CO and their performance of customer-oriented behaviors (COBs). In addition, the study examined whether aggregate COB performance influences unit profitability. Building on multisource, multilevel data, the study’s results suggest that the influence of employee CO on employee COB performance is positive when the unit’s CO climate is relatively high and that the constructs are unrelated when unit CO climate is relatively low. In addition, the data reveal that unit COB performance influences unit profitability by enhancing revenues without a concomitant increase in costs. The study’s results underscore the theoretical importance of considering cross-level influencers of employee-level relationships and suggest that managers should focus on creating a climate that is supportive of COBs if their units are to profit from the recruitment, hiring, and retention of customer-oriented employees. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The relationship between religious identity and preferred coping strategies: An examination of the relative importance of interpersonal and intrapersonal coping in Muslim and Christian faiths.

Religious affiliation has consistently been shown to help individuals cope with adversity and stressful events. The present paper argues that this proposition is valid for both Christians and Muslims, but that these religious identities foster different types of coping. In accordance with historical, cultural, and psychological accounts, it is proposed that the Christian core self is relatively individualistic, whereas the Muslim core self is oriented more toward the collective. As a consequence, it is hypothesized that when confronted with a stressful life event, Muslims are more likely to adopt interpersonal (collective) coping strategies (such as seeking social support or turning to family members), while Christians are more likely to engage intrapersonal (individualistic) coping mechanisms, such as cognitive restructuring or reframing the event. Evidence from the literature on coping strategies is reviewed and systematized. Evidence lend support to the analysis by indicating that Muslims indeed tend to use an interpersonally oriented (collective) coping style when dealing with adversity, whereas Christians are more likely to employ intrapersonally oriented (individualistic) strategies when facing comparable scenarios. Implications for theory and practice are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The role of interpersonal perceptions in the prime-to-behavior pathway.

The present research suggests that biased interpersonal perceptions can mediate prime-to-behavior effects and introduces a new moderator for when such mediation will occur. Across 5 experiments, the authors provide evidence that priming effects on behavior in interpersonal contexts are mediated by social perceptions, but only when participants are focused on the other person. These effects occur when other-focus is primed (Experiment 1), when other-focus is high owing to the decision-making situation (Experiment 2), and when other-focus is dispositionally high (Experiment 3). Experiments 4 and 5 bring additional support for a biased perception account by ruling out an alternative behavior-perception link and showing that other-focus can moderate not only the mediating mechanism of prime-to-behavior effects but also the behavioral effects themselves. The implications of these results for increasing understanding of behavioral priming effects in rich social contexts are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Passion for an activity and quality of interpersonal relationships: The mediating role of emotions.

Our purpose in this research was to investigate the role of passion (Vallerand et al., 2003) for a given activity in the quality of interpersonal relationships experienced within the context of that activity in 4 studies. Study 1 demonstrated that a harmonious passion was positively associated with the quality of interpersonal relationships within the context of the passionate activity, whereas an obsessive passion was unrelated to it. Furthermore, in line with the broaden-and-build theory (Fredrickson, 2001), results also showed that positive emotions experienced at work fully mediated the relation between harmonious passion and quality of interpersonal relationships. Obsessive passion was not associated with positive emotions. Study 2 replicated the results from Study 1 while controlling for trait extraversion. Also, in Study 2, we examined the negative mediating role of negative emotions between obsessive passion and quality of interpersonal relationships. Finally, Studies 3 and 4 replicated the results of Study 2 with prospective designs and with objective ratings of interpersonal relationships quality. Implications for the dualistic model of passion and the broaden-and-build theory are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The role of passion for teaching in intrapersonal and interpersonal outcomes.

The purpose of this study was to determine the role of passion in teachers' burnout symptoms, work satisfaction, and perceptions of positive student classroom behaviors. The dualistic model of passion (Vallerand et al., 2003) proposes 2 types of passion: harmonious and obsessive. In previous studies, harmonious passion has been shown to lead to adaptive outcomes (e.g., well-being and satisfaction), whereas obsessive passion has been shown to lead to less adaptive outcomes (e.g., shame and negative affect). In this study, 494 teachers completed measures of passion for teaching and various outcomes associated with the teaching profession twice over a 3-month period. Results of a cross-lag model based on structural equation modeling revealed that increases in harmonious passion for teaching predicted increases in work satisfaction and decreases in burnout symptoms over time, while changes in obsessive passion were unrelated to such outcomes. In addition, increases in both harmonious and obsessive passion predicted increases in teacher-perceived adaptive student behaviors over time. Overall, the results of the present study suggest that passion for teaching is an important concept to consider in education. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Reconciling the self and morality: An empirical model of moral centrality development.

Self-interest and moral sensibilities generally compete with one another, but for moral exemplars, this tension appears to not be in play. This study advances the reconciliation model, which explains this anomaly within a developmental framework by positing that the relationship between the self’s interests and moral concerns ideally transforms from one of mutual competition to one of synergy. The degree to which morality is central to an individual’s identity—or moral centrality—was operationalized in terms of values advanced implicitly in self-understanding narratives; a measure was developed and then validated. Participants were 97 university students who responded to a self-understanding interview and to several measures of morally relevant behaviors. Results indicated that communal values (centered on concerns for others) positively predicted and agentic (self-interested) values negatively predicted moral behavior. At the same time, the tendency to coordinate both agentic and communal values within narrative thought segments positively predicted moral behavior, indicating that the 2 motives can be adaptively reconciled. Moral centrality holds considerable promise in explaining moral motivation and its development. (PsycINFO Database Record (c) 2010 APA, all rights reserved)