Illinois State University

The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.

The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1994) about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality. They demonstrate that the major concerns voiced by these authors are supported neither by a critical review of their discussion nor the emerging literature. Several research issues relative to service quality measurement and strategic decision making also are identified.

Consumers acquire and display material possessions for the purpose of feeling differentiated from other people and, thus, are targeted with a variety of marketing stimuli that attempt to enhance self-perceptions of uniqueness. Because the pursuit of differentness (or counterconformity motivation) varies across individuals to in-fluence consumer responses, we develop and validate a trait measure of consum-ers ’ need for uniqueness. Consumers ’ need for uniqueness is defined as an in-dividual’s pursuit of differentness relative to others that is achieved through the acquisition, utilization, and disposition of consumer goods for the purpose of de-veloping and enhancing one’s personal and social identity. Following assessments of the scale’s latent structure, a series of validation studies examines the scale’s validity. The presentation of empirical work is followed by a discussion of how consumers ’ need for uniqueness could be used in better understanding consumer behavior and the role consumption plays in people’s expression of identity. Being different from others or becoming distinctiveamong a larger group often results from signals con-veyed by the material objects that consumers choose to dis-

Abstract In this first worldwide synthesis of in situ and satellite‐derived lake data, we find that lake summer surface water temperatures rose rapidly (global mean = 0.34°C decade −1 ) between 1985 and 2009. Our analyses show that surface water warming rates are dependent on combinations of climate and local characteristics, rather than just lake location, leading to the counterintuitive result that regional consistency in lake warming is the exception, rather than the rule. The most rapidly warming lakes are widely geographically distributed, and their warming is associated with interactions among different climatic factors—from seasonally ice‐covered lakes in areas where temperature and solar radiation are increasing while cloud cover is diminishing (0.72°C decade −1 ) to ice‐free lakes experiencing increases in air temperature and solar radiation (0.53°C decade −1 ). The pervasive and rapid warming observed here signals the urgent need to incorporate climate impacts into vulnerability assessments and adaptation efforts for lakes.

What is a social medium, and how may one moderate, isolate, and influence communicative processes within? Although scholars assume an inherent understanding of social media based on extant technology, there is no commonly accepted definition of what social media are, both functionally and theoretically, within communication studies. Given this lack of understanding, cogent theorizing regarding the uses and effects of social media has been limited. This work first draws on extant definitions of social media and subcategories (e.g., social network sites) from public relations, information technology, and management scholarship, as well as the popular press, to develop a definition of social media precise enough to embody these technologies yet robust enough to remain applicable in 2035. It then broadly explores emerging developments in the features, uses, and users of social media for which future theories will need to account. Finally, it divines and prioritizes challenges that may not yet be apparent to theorizing communication processes with and in mercurial social media. We address how social media may uniquely isolate and test communicative principles to advance our understanding of human–human and human–computer interaction. In all, this article provides a common framework to ground and facilitate future communication scholarship and beyond.

The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1994) about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality. They demonstrate that the major concerns voiced by these authors are supported neither by a critical review of their discussion nor the emerging literature. Several research issues relative to service quality measurement and strategic decision making also are identified.

Job stress (and more generally, employee health) has been a relatively neglected area of research among industrial/organizational psychologists. The empirical research that has been done is reviewed within the context of six facets (i.e., environmental, personal, process, human consequences, organizational consequences, and time) of a seven facet conceptualization of the job stress–employee health research domain. (The seventh facet, adaptive responses, is reviewed in the forthcoming second article of this series.) A general and a sequential model are proposed for tying the facets together. It is concluded that some of the major problems of the research in this area are: confusion in the use of terminology regarding the elements of job stress, relatively weak methodology within specific studies, the lack of systematic approaches in the research, the lack of interdisciplinary approaches, and the lack of attention to many elements of the specific facets.

A child version of the Positive and Negative Affect Schedule (PANAS: D. Watson, L. A. Clark, & A. Tellegen, 1988), the PANAS-C, was developed using students in Grades 4-8 (N = 707). Item selection was based on psychometric and theoretical grounds. The resulting Negative Affect (NA) and Positive Affect (PA) scales demonstrated good convergent and discriminant validity with existing self-report measures of childhood anxiety and depression; the PANAS-C performed much like its adult namesake. Overall, the PANAS-C, like the adult PANAS, is a brief, useful measure that can be used to differentiate anxiety from depression in youngsters. As such, this instrument addresses the shortcomings of existing measures of childhood anxiety and depression.

Schistosoma mansoni is responsible for the neglected tropical disease schistosomiasis that affects 210 million people in 76 countries. Here we present analysis of the 363 megabase nuclear genome of the blood fluke. It encodes at least 11,809 genes, with an unusual intron size distribution, and new families of micro-exon genes that undergo frequent alternative splicing. As the first sequenced flatworm, and a representative of the Lophotrochozoa, it offers insights into early events in the evolution of the animals, including the development of a body pattern with bilateral symmetry, and the development of tissues into organs. Our analysis has been informed by the need to find new drug targets. The deficits in lipid metabolism that make schistosomes dependent on the host are revealed, and the identification of membrane receptors, ion channels and more than 300 proteases provide new insights into the biology of the life cycle and new targets. Bioinformatics approaches have identified metabolic chokepoints, and a chemogenomic screen has pinpointed schistosome proteins for which existing drugs may be active. The information generated provides an invaluable resource for the research community to develop much needed new control tools for the treatment and eradication of this important and neglected disease. Two international consortia this week report the whole genome sequences of the blood flukes Schistosoma mansoni and Schistosoma japonicum, two of the three major pathogens that cause schistosomiasis, also called bilharzia. Schistosomiasis is a 'neglected' tropical disease affecting more than 200 million people in 76 countries. Analyses of the new genome sequences provide insights into the molecular architecture and host interactions of these pathogens, as well as avenues for future development of targeted interventions for this disease. These are the first two flatworm genomes to be sequenced, so they offer new angles on the early events in animal evolution, in particular the determination of body pattern and the development of tissues into organs. Schistosoma mansoni and Schistosoma japonicum are the pathogenic agents that cause the tropical disease schistosomiasis. Here, and in an accompanying paper, the genomes of these two flatworms are sequenced and analysed. The results provide insights into the molecular architecture and host interactions of the flatworms, as well as avenues for future development of targeted interventions for schistosomiasis.

We investigated how people manage boundaries to negotiate the demands between work and home life. We discovered and classified four types of boundary work tactics (behavioral, temporal, physical, and communicative) that individuals utilized to help create their ideal level and style of segmentation or integration. We also found important differences between the generalized state of work-home conflict and “boundary violations,” which we define as behaviors, events, or episodes that either breach or neglect the desired work-home boundary. We present a model based on two qualitative studies that demonstrates how boundary work tactics reduce the negative effects of work-home challenges.

We integrate theory and research from disparate areas to develop a descriptive stakeholder theory. We (1) show that at any given organizational life cycle stage, certain stakeholders, because of their potential to satisfy critical organizational needs, will be more important than others; (2) identify specific stakeholders likely to become more or less important as an organization evolves from one stage to the next; and (3) propose that the strategy an organization uses to deal with each stakeholder will depend on the importance of that stakeholder to the organization relative to other stakeholders.

Drawing on the relationship marketing and market information processing literature streams, the authors conceptualize and measure relational information processes, or organizational routines that are critical for customer relationship management (CRM). The authors examine the key drivers and outcome of relational information processes and the role of technology in implementing CRM using data collected from a diverse sample of firms. The results show that relational information processes play a vital role in enhancing an organization's customer relationship performance. By moderating the influence of relational information processes on customer relationship performance, technology used for CRM performs an important and supportive role. The study provides insights into why the use of CRM technology might not always deliver the expected customer relationship performance outcome.

Although crisis management has evolved rapidly over the past decade, the symbolic aspect of crisis management has been ignored. More specifically, little research has examined crisis-response strategies (public statements made after a crisis) to see how these messages can be used to shape public perceptions of the crisis and the organization in crisis. This article synthesizes existing literature to create a list of crisis-response strategies and develops a set of guidelines for appropriate use of a given strategy. The guidelines are based upon Attribution Theory and use the crisis situation and the publics as the factors that help to determine when a crisis-response strategy is appropriate.

Through two qualitative studies, we examine how members of a particularly demanding occupation conduct identity work to negotiate an optimal balance between personal and social identities. Findings are based on open-ended survey responses from and in-depth interviews with Episcopal priests. We first explore the situational and vocational demands placed on those in challenging occupations, along with the identity tensions that often result from those demands. We then specify and classify several identity work tactics that ameliorate these demands and tensions by differentiating or integrating personal and social identities. To synthesize findings, we develop a theoretical model of identity work.

A compassionate love scale was developed that can be used, in alternative forms, to assess compassionate or altruistic love for different targets (e.g., close others and all of humankind). Using three samples (total N= 529), the Compassionate Love scale was developed and piloted. Three studies (total N = 700) were then conducted to provide validation of the scale and to examine correlates of compassionate love. In support of our predictions, compassionate love was found to be associated positively with prosocial behavior, as directed both to close others and to all of humanity. Those who were more religious or spiritual experienced more compassionate love than those who were less religious or spiritual. Evidence was found that compassionate love is distinct from empathy. In the final study, we introduced a relationship-specific version of the Compassionate Love scale, and found that compassionate love for a specific close other was associated with the provision of social support for that person.

It has been 50 years since the publication of Goffman's influential work Stigma: Notes on the Management of Spoiled Identity. This special issue celebrates Goffman's contribution with 14 articles reflecting the current state of the art in stigma research. In this article, we provide a theoretical overview of the stigma concept and offer a useful taxonomy of four types of stigma (public stigma, self-stigma, stigma by association, and structural stigma). We utilize this taxonomy to organize an overview of the articles included in this special issue. Finally, we outline new developments and challenges in stigma research for the coming decades.

Metadiscourse refers to writers' discourse about their discourse—their directions for how readers should read, react to, and evaluate what they have written about the subject matter. In this study the authors divided metadiscourse into textual metadiscourse (text markers and interpretive markers) and interpersonal metadiscourse (hedges, certainty markers, attributors, attitude markers, and commentary). The purpose was to investigate cultural and gender variations in the use of metadiscourse in the United States and Finland by asking whether U.S. and Finnish writers use the same amounts and types and whether gender makes any difference. The analyses revealed that students in both countries used all categories and subcategories, but that there were some cultural and gender differences in the amounts and types used. Finnish students and male students used more metadiscourse than U.S. students and female students. Students in both countries used much more interpersonal than textual metadiscourse with Finnish males using the most and U.S. males the least. The study provides partial evidence for the universality of metadiscourse and suggests the need for more cross-cultural studies of its use and/or more attention to it in teaching composition.

Replication-an important, uncommon, and misunderstood practice-is gaining appreciation in psychology. Achieving replicability is important for making research progress. If findings are not replicable, then prediction and theory development are stifled. If findings are replicable, then interrogation of their meaning and validity can advance knowledge. Assessing replicability can be productive for generating and testing hypotheses by actively confronting current understandings to identify weaknesses and spur innovation. For psychology, the 2010s might be characterized as a decade of active confrontation. Systematic and multi-site replication projects assessed current understandings and observed surprising failures to replicate many published findings. Replication efforts highlighted sociocultural challenges such as disincentives to conduct replications and a tendency to frame replication as a personal attack rather than a healthy scientific practice, and they raised awareness that replication contributes to self-correction. Nevertheless, innovation in doing and understanding replication and its cousins, reproducibility and robustness, has positioned psychology to improve research practices and accelerate progress.

(1970). Measures of communication‐bound anxiety. Speech Monographs: Vol. 37, No. 4, pp. 269-277.

Previous research on dispositional attribution has failed to take into account how the inference process may be affected by variations in schematic representation of dispositional attributes. A schema is denned here as a set of implicational links between dispositional levels and categories of relevant behaviors. Three general schemata are discussed—the partially restrictive schema, the hierarchically restrictive schema, and the fully restrictive schema—each having different implications for the rules of inference employed in making attributions based on observed behaviors. Relevant research on utilization of information regarding consensus, situational context, and actor's past behavior is reviewed in this framework.