Although corporate social responsibility (CSR) has been widely studied, little is known about whether it has implications for customer mistreatment. In this study, we aim to understand how and when CSR is related to customer incivility, a typical type of mistreatment in service contexts. Integrating the perspectives of social exchange theory and social identity theory, we theorize that CSR influences customer incivility via customer trust and customer identification, which are contingent on front-line employees' emotional labor (i.e., surface acting and (...) deep acting) during service interactions. In our two-source field study involving 332 employee–customer dyads, CSR promoted both customer trust and customer identification, which in turn reduced customer incivility. Moreover, the indirect relationship between CSR and customer incivility via customer trust (but not customer identification) was weakened by employee surface acting but strengthened by employee deep acting. Taken together, this study uncovers the relationship between CSR and customer mistreatment by exploring how and when CSR influences customer incivility, which advances the understanding of the customer-related implications of CSR. (shrink)

Little is known about employees’ responses to their organizations’ initiatives in corporate social responsibility (CSR). Academics have already identified a few outcomes regarding CSR’s impact on employees’ attitudes and behaviours; however, studies explaining the underlying mechanisms that drive employees’ favourable responses to CSR remain largely unexplored. Based on organizational identification (OI) theory, this study surveyed 155 employees of a petrochemical organization to better elucidate why, how and under which circumstances employees might positively respond to organizations’ CSR initiatives in the controversial (...) oil industry sector. Findings first support that perceived CSR (i.e. environmental CSR) positively relates to employees’ OI which is known as an important antecedent of employees’ outcomes (Riketta, J Vocat Behavior, 66(2):358, 2005). Furthermore, results highlighted that the relationship between perceived CSR and employees’ OI is mediated by organizational trust. Finally, this study also revealed that some contingency factors such as employees’ attributions of self-centred motives to their organization’s investment in environmental issues can moderate the relationship between perceived CSR and organizational trust. Based on these findings, it is argued that CSR initiatives can support organizations’ efforts to maintain a strong relationship with their employees, and gain their support even in a controversial industry sector. (shrink)

Little is known about employees' responses to their organizations' initiatives in corporate social responsibility (CSR). Academics have already identified a few outcomes regarding CSR's impact on employees' attitudes and behaviours; however, studies explaining the underlying mechanisms that drive employees' favourable responses to CSR remain largely unexplored. Based on organizational identification (OI) theory, this study surveyed 155 employees of a petrochemical organization to better elucidate why, how and under which circumstances employees might positively respond to organizations' CSR initiatives in the controversial (...) oil industry sector. Findings first support that perceived CSR (i.e. environmental CSR) positively relates to employees' OI which is known as an important antecedent of employees' outcomes (Riketta, J Vocat Behavior, 66(2):358, 2005). Furthermore, results highlighted that the relationship between perceived CSR and employees' OI is mediated by organizational trust. Finally, this study also revealed that some contingency factors such as employees' attributions of self-centred motives to their organization's investment in environmental issues can moderate the relationship between perceived CSR and organizational trust. Based on these findings, it is argued that CSR initiatives can support organizations' efforts to maintain a strong relationship with their employees, and gain their support even in a controversial industry sector. (shrink)

The author discusses Aristotle’s notion of deliberation and shows that it differs considerably from the model of deliberation as is common in contemporary discussions of free will and moral responsibility. As opposed to the contemporary model, Aristotle’s account does not require that the deliberator has any belief (or lack thereof) concerning the availability of possible courses of action. However, the action chosen by deliberation, before it is performed, is still contingent––i.e. such that it can both be and not be (...) done––and up to us. Moreover, the action’s being up to us can be seen as grounded in our having rational capacities that are necessarily two-sided. This might suggest that the agent can do otherwise than she has decided by deliberation. The author argues that this is not the case: after deliberation, or after forming the relevant desire, the agent can actualize only one arm of her two-sided capacity, and hence, she cannot act differently than as decided by deliberation. If it makes sense to say that she can act differently, it is only because there may occur, in the interval between deliberation and action, some other desire which takes over a role of the decisive factor. (shrink)

The primary function of the police in a critical incident is the maintenance of public safety, public security, and maintaining public order. This has been further complicated as a result of the increasing presence of the internet, digital communications and social media, all of which hold both promise and challenge. There are many aspects of crisis and disaster management, including communications, interoperability, leadership, and police responsibility. Risk identification and management are essential part of dealing with crises and disasters. There is (...) a significant threat to organizational reputation and public trust for any police or security organization that depends entirely on how that organization responds to a crisis or disaster. -/- This chapter examines Hurricane Katrina (2005) in the USA which caused large-scale damage to infrastructure and loss of life, and the response as handled by some government agencies. The management of crises and disasters is a cyclical process. It includes risk assessment, planning, preparation, mitigation and contingency, response, recovery, and finally, an evaluation. The core features, and the elements of an effective response, of a crisis or disaster, as well as the criticality of effective leadership are examined. This chapter also studies the fundamentals of Disaster Victim Identification (DVI). (shrink)

The concern of the present inquiry is whether, and, if so, how, Hans-Georg Gadamer’s conception of hermeneutical understanding can help us grasp the character of our ethical responsibility, and, indeed, a sense of responsibility that remains answerable to the plurality of our always singular and contingent ethical experiences. The focus of this essay, however, is to shed novel light on the responsibility at stake in understanding—or, as this may be referred to more simply, the responsibility to understand—on the motif (...) of Gadamer’s call for us to “elevate” ourselves “to humanity” through “the aptitude [Fähigkeit] for conversation.” This identification of the responsibility to understand with our elevation of ourselves to our humanity appears, initially at least, to stand in opposition to Heidegger’s celebrated (some would say notorious) criticism of humanism in his “Letter on Humanism” and elsewhere. Yet, as we shall see, Gadamer’s call for us to elevate ourselves to our humanity in fact may be grasped as an ‘extreme’ form of humanism that answers to criticisms of the humanist tradition prevalent since they were first raised by Heidegger in his “Letter.”. (shrink)

In lieu of an abstract, here is a brief excerpt of the content:Response to Byrnes and FurtonMark T. Brown, Ph.D.In “Moral Complicity in Induced Pluripotent Stem Cell Research” (MCIPS) (Brown 2009), I sketched the moral complicity implications of alternative national stem cell policies with respect to direct reprogramming techniques that appear to result in pluripotent stem cells derived from skin cells, hair cells, and possibly other somatic cells. This aspect of the stem cell debate was considered from the perspective (...) of those who are pro embryo life and who attribute to human embryos a complete set of basic human rights, including a stringent right to life; and from the perspective of advocates of embryonic stem cell research who do not recognize full moral equivalence between human embryos and human children and who do not ascribe to human embryos an inviolable right to life. The moral complicity concerns of embryonic stem cell research advocates focus upon the scope of medical beneficence with respect to patients whose quality of life and personal autonomy are negatively impacted by the interval between the time when they might have gotten effective medical treatment through unimpeded stem cell science and the time at which stem cell science constrained by pro embryo life moral complicity concerns arrives at a similar destination. The moral complicity concerns of embryo life proponents focus upon noncooperation in past and future destruction of human embryos in order to derive in vitro embryonic stem cell lines.Among the policy alternatives considered were proposals that would be responsive to the possibility that induced pluripotent stem cells (iPSC) at some point may provide a source of stem cell lines that would substitute for human embryonic stem [End Page 206] cell (hESC) lines in cell replacement therapy. If functional equivalence between iPSC lines and hESC lines for cell replacement purposes were confirmed, a national stem cell research policy might be crafted that could accommodate the central moral complicity concerns both of persons who are embryo life advocates and of advocates of embryonic stem cell research. Policy alternatives considered in MCIPS included those based upon the assumption that currently existing embryonic stem cell lines are sufficient to conduct iPSC/hESC functional equivalence studies and policy options based upon the assumption that currently existing hESC lines fall short of what would be required for methodologically sound validation studies. The moral complicity implications for those who are embryo life advocates of both sets of policies were outlined, as were the moral complicity implications of alternative policies for embryonic stem cell research advocates. Since moral complicity concerns are one factor that those who formulate national stem cell policy should consider, MCIPS was an attempt to provide some guidance to policymakers with respect to how alternative policies accommodate or fail to accommodate the moral complicity concerns of various constituencies.In a 2008 article, Malcolm Byrnes (2008, p. 286) appears to consider both empirical assumptions regarding the sufficiency of existing stem cell lines for meaningful functional equivalence studies, and for that reason I drew upon his paper to frame the moral complicity implications for advocates of embryo life of national stem cell policy based upon either assumption. In his paper, Byrnes refers both to stem cell scientists who “suggest” that the hESC lines approved by President Bush in 2001 are sufficient and to stem cell scientists who believe that more hESC lines are needed. Based on my reading of his paper, I erroneously included Byrnes in the group who were willing to consider new hESC derivations in order to complete functional equivalence studies. However, my description of the moral complicity implications for advocates of embryo life of policies that enable new hESC derivations was an exercise in contingency planning, and certainly not intended as “a condemnation” of Byrnes (2009, p. 203). Similarly, what Byrnes (2009, p. 204) sees as “ironic” is simply a description later in my paper of policy options based upon an alternative factual assumption.Byrnes’s position seems to be that existing hESC lines are sufficient to conduct iPSC/hESC functional equivalence studies and that no additional hESC lines should be derived. Although it appears that I did mischaracterize Byrnes’s view of the permissibility of deriving additional hESC lines for equivalence studies, I think my interpretation was... (shrink)

Carroll shaped the corporate social responsibility discourse into a four-dimensional pyramid framework, which was later adapted to corporate citizenship and sustainability approaches. The four layers of the pyramid—structured from foundation to apex as economic, legal, ethical, and philanthropic responsibilities—drew considerable managerial attention. An important criticism of the economic foundation of the Carroll pyramid concerns the identification and ordering of the four dimensions, which are inadequately justified theoretically. The authors of this article propose an alternative approach that builds on the public (...) value concept, which integrates a microfoundation of psychological research into basic human needs. Drawing on their Swiss Dialogue process, the authors argue that a four-dimensional pyramid does have heuristic value for managers. The advantage of this alternative pyramid logic is that it may be contingently adapted to different cultural contexts, because it allows adaptive internal reordering. (shrink)

Through the use of double task conditions, the sequence learning (SL) paradigm offers unique opportunities to study the relationships between learning and attention. In their original study, Nissen & Bullemer (1987) argued that a secondary tone-counting task prevents SL because it exhausts participants’ attentional resources. Other authors have instead suggested that the detrimental effects of tone-counting are due to scheduling conflicts between performing the main and secondary tasks rather than to attentional load. Frensch & Miner (1994), for instance, suggested that (...) the secondary task impairs sequence learning because it lengthens the response-to-stimulus interval (RSI) and hence makes it less likely for relevant contingencies to be represented together in short-term memory, — a condition for learning. Stadler (1995), on the other hand, argued that the secondary task introduces variability in the RSI and disrupts the organization of the sequence into chunks. Further, according to Willingham, Greenberg & Cannon Thomas (1997) manipulation of the RSI influences performance but not sequence learning.. (shrink)