Publication Type: Conference Paper/Unpublished Manuscript
Abstract: Marketing researchers believe consumer satisfaction with services is determined by differences between consumer expectations for service and their perceptions of the service they actually receive. Policing researchers recently borrowed this idea and found that expectancy disconfirmation helps to explain citizen satisfaction with their police contacts. The purpose of the current study is to determine whether expectancy disconfirmation can explain satisfaction with police services in a sample of citizens who have not had recent contacts with the police. The paper considers implications for future research on citizen satisfaction with police and for police departments that monitor citizen perceptions of their services.

Publication Type: Invited Paper

Publication Type: Conference Paper/Unpublished Manuscript
Abstract: The United States is facing a nursing shortage that has the potential to severely compromise our nation’s health care system. In 2004, the Bureau of Labor Statistics projected that the US would be one million registered nurses (RNs) short of the national need by the year 2012. With no new evidence to suggest that the shortage is declining, the need for understanding the factors underlying the shortage has never been greater. Although the work environment is cited as the most common source of burnout, little is known about the operant mechanisms through which this environment affects nurses’ well-being. Motivated by two theories of identity control (i.e., Affect Control Theory and Identity Control Theory), this paper examines the extent to which identity processes influence the experience of agitation– an emotional outcome linked to decreased well-being both on and off the job. Specifically, I hypothesize that identity salience and commitment will moderate the effect of experiencing a disconfirmation between the expected and actual identity characteristics of RNs on agitation. Results indicate that the salience of one’s nurse identity is positively related to the experience of agitation, while cognitive commitment to a nurse identity is negatively associated with agitation. Although few interactions were significant, identity salience does exacerbate the effect of identity disconfirmation on agitation, but only when identity disconfirmation was operationalized as a directed construct.

Publication Type: Conference Paper/Unpublished Manuscript
Abstract: The study builds on previous hurt research by considering the role of relational messages, utilizing an interaction to observe hurtful conversations, and measuring stress hormone reactivity to a hurtful interaction. The model predicted that: involvement, composure, and receptivity would increase feelings of hurt, perceptions of similarity, affiliation, and informality would decrease hurt, and hurt would predict increases in salivary cortisol. The hypotheses were partially supported. The discussion highlights the implications for the study of hurt.