The Journal of applied psychology
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Despite substantial growth in the service industry and emerging work on turnover consequences, little research examines how unit-level turnover rates affect essential customer-related outcomes. The authors propose an operational disruption framework to explain why voluntary turnover impairs customers' service quality perceptions. ⋯ The authors also examine potential boundary conditions related to the disruption framework. Of 3 moderators studied (group cohesiveness, group size, and newcomer concentration), results show that turnover's negative effects on service quality are more pronounced in larger units and in those with a greater concentration of newcomers.
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In the present set of studies, the authors examine the idea that self-sacrificial leadership motivates follower prosocial behavior, particularly among followers with a prevention focus. Drawing on the self-sacrificial leadership literature and regulatory focus theory, the authors provide results from 4 studies (1 laboratory and 3 field studies) that support the research hypothesis. Specifically, the relationship between self-sacrificial leadership and prosocial behavior (i.e., cooperation, organizational citizenship behavior) is stronger among followers who are high in prevention focus. Implications for the importance of taking a follower-centered approach to leadership are discussed.
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Inferences about the relationships between scores on selection tests and measures of job performance are often made on the basis of an assessment of the match between the content of the test and the content of the job. However, there is little evidence that these test-to-job comparisons have any bearing on the criterion-related validity of selection tests. The authors show that conclusions reached in analyses of cognitive tests-that content matching is largely irrelevant to criterion-related validity-can be generalized to most sets of selection tests (e.g., psychomotor and performance tests, interview ratings, biodata scores, knowledge tests, work sample tests) that are positively correlated with one another and with the criterion. When the universe of potential predictors shows positive manifold, almost all possible sets of test batteries will yield similar outcomes and show similar validities, regardless of whether the content of these tests matches the content of the job.