Effects of Employee Sickness Presence on Customer Repurchase and Recommendation Intentions: The Role of Customer Affective Reactions

Sickness presence can have important individual and organizational consequences, such as health deterioration or productivity loss. Additional risks, such as negative customer reactions, may be particularly relevant in the service sector. Based on affective events theory and appraisal theories, we hypothesize that employee sickness presence negatively impacts customer repurchase and recommendation intentions. Furthermore, we explore potential affective mechanisms of these effects, including disease avoidance, personal anger, moral outrage, post-consumption guilt, and customer compassion for the employee. We conducted four studies, including three experimental vignette methodology studies (Ns?=?227, 72, and 763) and a qualitative study (N?=?54). In Study 1, employee sickness presence had negative effects on repurchase and recommendation intentions. Results of Study 2 show that customers experienced disgust, fear, anger, guilt, compassion, and indifference in response to sickness presence. In Study 3, anger explained the negative effects of employee sickness presence on repurchase and recommendation intentions, while appraisals of moral fairness were negatively related to both customer intentions. Finally, in Study 4, disgust and anger explained negative effects, while fear, guilt, and compassion explained positive effects of employee sickness presence on customer intentions. Appraisals of goal incongruence, reduced agency of the customer, and uncertainty were negatively related to customer intentions. The physical absence of the customer in the service encounter (phone call) mitigated the experience of disgust, fear, and anger, whereas it exacerbated feelings of compassion for the ill employee.

     

Boredom proneness in anger and aggression: effects of impulsiveness and sensation seeking

The present study was a replication and extension of Rupp and Vodanovich’s (1997) work on the role of boredom proneness in anger expression and aggression. In addition to replicating their primary analyses, impulsiveness and sensation seeking were included to determine the potential impact of these variables on the relationships between boredom proneness and anger and aggression. Two hundred and twenty-four college student volunteers completed measures of boredom proneness, impulsiveness, sensation seeking, anger expression, and aggression. Findings were consistent with Rupp and Vodanovich (1997) but demonstrated more pervasive effects of external boredom proneness on aggression. Hierarchical multiple regression analyses demonstrated that the relationships between external boredom proneness and trait anger, anger expression/control, and aggression persisted even after accounting for impulsiveness and sensation seeking. Boredom due to a lack of external stimulation predicted one’s propensity to experience anger, maladaptive anger expression, aggression, and deficits in anger control.     

Extremes of self-esteem and narcissism and the experience and expression of anger and aggression

This study examined the level of self-esteem and narcissism as personality variables involved in the disposition to experience and express anger. Three hundred thirty-eight subjects were sampled across two higher education centres and one student teaching programme in the United Kingdom. It was reasoned that individuals with both high self-esteem and narcissism would report especially high tendencies to experience and express anger and aggression and that those with high self-esteem and low narcissism would report the lowest. These predictions were influenced by theories that emphasise the role of threats to high self-esteem in the production of aggression and violence. Results indicate that groups defined by their extreme scores on self-esteem and narcissism scales produced levels of anger expression in the predicted direction. The importance of considering extreme levels of self-esteem and narcissism (in conjunction with other factors) in an analysis of anger is discussed with reference to currently influential theories in the field. Aggr. Behav. 24:421–438, 1998. © 1998 Wiley-Liss, Inc.     

Escalate shamefully,de‐escalate angrily or gratefully: The influence of discrete emotions on escalation of commitment

Decision makers often tend to escalate their commitment when faced with a dilemma of whether to continue a losing course of action. Researchers recently began to investigate the influence of discrete emotions on this decision tendency. However, this work has mainly focused on negative emotions and rarely considered positive emotions, to say nothing of comparing the effects of both of them simultaneously. The current study addresses this need by presenting the results of three experiments that examined the effects of four emotions of both positive and negative valences in escalation situations. Experiment 1 investigated the relationships of three trait emotions (hope, shame, and anger) and escalation of commitment. Experiments 2 and 3 examined the effects of three induced emotions (anger, shame, and gratitude) on escalation of commitment in a student sample and an employee sample, respectively. The results revealed that the effects of discrete emotions in escalation situations are mainly due to their associated differences on the appraisal dimension of responsibility that is related to escalation situations rather than their valence. The theoretical and practical implications are discussed.     

Relationships between anger, symptoms, and cognitive factors in OCD checkers

The purpose of this study was to examine whether individuals diagnosed with obsessive-compulsive disorder (OCD) with primary checking compulsions report higher levels of trait anger and anger expression compared with a student control group, and whether trait anger and anger expression are correlated with specific beliefs and interpretations that are common among individuals who compulsively check. A group of individuals with OCD reporting significant checking compulsions (n=33) and a group of undergraduate students (n=143) completed a questionnaire package that included measures of trait anger and anger expression, as well as measures of obsessive-compulsive symptoms and beliefs. The compulsive checking group reported greater trait anger, though not greater anger expression, than the student control group. Furthermore, beliefs concerning perfectionism and intolerance of uncertainty were positively correlated with anger expression and trait anger among compulsive checkers but not among the student control group. The implications of these findings are discussed in terms of cognitive-behavioural treatments for and models of compulsive checking in OCD.     

What Triggers Anger in Everyday Life? Links to the Intensity,Control, and Regulation of These Emotions,and Personality Traits

Why do people experience anger? Most of our knowledge on anger‐triggering events is based on the study of reactions at a single time point in a person's life. Little research has examined how people experience anger in their daily life over time. In this study, we conducted a comprehensive examination of the situational determinants of anger over the course of 3 weeks. Using daily diary methodology, people (N = 173; 2,342 anger episodes) reported their most intense daily anger and, with an open‐ended format, described the trigger. Participants also answered questions on anger intensity, control, and regulatory strategies, along with baseline personality trait measures. Using an iterative coding system, five anger trigger categories emerged: other people, psychological and physical distress, intrapersonal demands, environment, and diffuse/undifferentiated/unknown. Compared with other triggers, when anger was provoked by other people or when the source was unknown, there was a stronger positive association with anger intensity and lack of control. Personality traits (i.e., anger, mindfulness, psychological need satisfaction, the Big Five) showed few links to the experience and regulation of daily anger. Although aversive events often spur anger, the correlates and consequences of anger differ depending on the source of aversion; personality traits offer minimal value in predicting anger in daily life.     

Interpersonal Attributions of Responsibility in the Chinese Workplace: A Test of Western Models in a Collectivistic Context1

When an employee fails in the workplace, judgments of responsibility based on perceived locus and controllability guide how managers motivate the employee. However, this model of attributions has not been tested in highly collectivistic cultures. In the present study, 296 Chinese managers and employees made attributional judgments for a workplace failure, and then made suggestions for how to respond to the failing employee. Results revealed that judgments of responsibility were based on causal locus, as well as perceptions of controllability. Responsibility elicited anger, less sympathy, and predicted behavioral response toward the failing employee. Findings are discussed in terms of the similarities and differences in attributional processes across cultures, especially as they apply to work‐oriented contexts.     

Driving anger and other driving-related behaviors in high and low ADHD symptom college students

This study examined differences between college students with high and low symptoms of Attention-Deficit/Hyperactivity Disorder (ADHD). Fifty-nine introductory psychology students completed ADHD diagnostic measures and were compared on measures of driving anger and driving anger expression; accident-related, aggressive, and risky driving behaviors; general anger; and general anger expression. Results indicated high ADHD symptom college students experience more driving anger, display such anger in more hostile/aggressive ways, are more aggressive and risky on the road, experience more crash-related outcomes, are more generally angry, and tend to display anger in socially unacceptable ways. Results are discussed in regard to the understanding and treatment of ADHD.     

Problem Anger in Psychotherapy: An Emotion-Focused Perspective on Hate, Rage, and Rejecting Anger

This paper explores applies emotion-focused theory, for the first time, to the emotions of hate, rage, and destructive anger. The general case formulation proposed in this paper is that these emotions are always an elaboration of secondary anger. The body of the paper describes three clinical case formulations. First, problem anger is described in terms of an individual’s self-criticism. Second, we present a form of secondary anger, in which hostility and rage are reactive feelings to avoid more vulnerable (primary) experiences. An unfortunate example of this is has been described as a common underlying process in domestic violence. A alternate manifestation of secondary anger results from the deterioration of what may have initially been adaptive anger; thus, excessive arousal and the loss of meaning or focus that one’s anger embodied also leads to rage or destructive anger. Finally, the experience and expression of hate is described as a primary maladaptive and/or instrumental anger. This appears in-session particularly among those with certain personality disorders. The paper highlights implications for research and practice.     

Effects of trait anger and anger expression style on competitive attack responses in a wartime prisoner’s dilemma game

We assessed the role of trait anger and anger expression style on competitive/aggressive decision making and responding. In a 100‐trial iterated Prisoner’s Dilemma (IPD), with instructions to simulate wartime interactions, competition/aggression was defined as “attacking the opponent,” and “waiting for troop reinforcements” was the noncompetitive alternative response. Prior to play, 92 university student players completed the State‐Trait Anger Expression Inventory. They were then paired to play the IPD against partners of similar or dissimilar trait anger levels. At postplay, the State Anger scale was readministered. Results showed significant preplay to postplay increases in state anger, with greater increases shown by high trait anger players. Thus, high trait anger players were especially subject to arousal. Players in the high trait anger group made more competitive/attack responses, and they were more likely to do so when paired with a high trait anger partner. As a result of the high level of competitive/aggressive play, both groups ended with a negative troop count. Trait anger as a general personality temperament was predictive of state anger, competitive/attack responses, and the number of trials before a retaliation was made. The expressive style of anger‐control was also related to manner of play. Trait anger had strong direct and indirect effects through anger control on the number of competitive attack responses. It was concluded that trait anger, especially trait anger/temperament, and anger control difficulties may be toxic personality factors in decision making and competitive behavior. Aggr. Behav. 28:117–125, 2002. © 2002 Wiley‐Liss, Inc.     

Stability and level of self-esteem as predictors of anger arousal and hostility

We examined stability of self-esteem and level of self-esteem as predictors of dispositional tendencies to experience anger and hostility. We reasoned that individuals with unstable high self-esteem would report especially high tendencies to experience anger and hostility, and that individuals with stable high self-esteem would report particularly low tendencies. We expected individuals with stable and unstable low self-esteem to fall between these two extremes. These predictions were derived from an analysis of anger and hostility that emphasized the instigating role of threats to self-esteem. Stability of self-esteem was assessed through multiple assessments of global self-esteem in naturalistic settings. Results revealed the predicted pattern for the tendency to experience anger and a "motor" component of hostility. The importance of considering both stability and level of self-esteem in analyses of anger and hostility is discussed.     

The assessment of anger and hostility: a critical review

While the emotion of anger has become an increasingly important part of clinical assessment, the theoretical and psychometric adequacy of the instruments used to assess anger and hostility have long been questioned. In the present review, we first provide definitions of anger and hostility in order to provide a theoretical context from which to evaluate the scope of current measures of these constructs. Second, we review the major self-report scales used to assess anger and hostility in light of these definitions and provide a detailed evaluation of psychometric evidence concerning their reliability and validity. Finally, we offer specific recommendations concerning how anger and hostility assessment instruments can be improved and expanded. In particular, we note the need for (a) an expansion of anger assessment methods beyond traditional endorsement approaches, (b) scales to assess specific domains of anger experience, (c) scales that assess unique content domains of anger experience and expressions, such as spouse-specific or driving-related anger scales, and (d) scales that assess the clinical aspects of the anger construct.     

The effects of analytical rumination, reappraisal, and distraction on anger experience

The manner in which individuals recall negative life events has important affective consequences. The present experiment investigated the effects of emotion regulation strategies on anger experience. One hundred and twenty-one undergraduates recalled an anger-inducing memory and were instructed to engage in either analytical rumination, cognitive reappraisal, or distraction for 20 minutes. In the remaining (control) condition, participants were instructed to write about their thoughts but were not given any emotion regulation instructions. Rumination maintained anger, whereas participants in the remaining conditions reported decreased anger following the writing task. Our results suggest that reappraisal facilitates adaptive processing of anger-inducing memories and distraction facilitates rapid reductions in anger experience. These findings have implications for the management of clinical populations that commonly experience difficulty with anger regulation.     

How Anger Toward Absentee Fathers May Make it Difficult to Call God “Father”

Using parts of the prayer commonly known as the “Our Father,” a reflection is presented in which anger toward absentee fathers is seen as an inhibitor to relatedness to God as father. The way people behave toward and interact with their environment may be indicative of their interaction with the divine. Such attitudes make people question their religious experience and their ability to enter into intimacy with the divine. When people with skeptical attitudes toward father-like figures enter the world of pastoral counseling, ministers or counselors should help these people to explore and come to terms with the thought that God can be identified as father. It requires a willingness to approach the pain of separation. The goal of the counselor then is to help these people make substantial change in their ability to cope with anger and thus enter into relatedness with the divine. Pierre M. Balthazar is a student in the PsyD program in Clinical Psychology at the Illinois School of Professional Psychology.     

Toward disentangling sources of individual differences in appraisal and anger

ABSTRACT A theoretical framework is presented to explain individual differences in situation-specific emotional experience in terms of three different sources of variance: (a) individual differences in how one appraises one's circumstances, (b) individual differences in how appraisals are related to the experience of emotion, and (c) individual differences independent from situation and appraisal. The relative contribution and nature of these sources was examined empirically for the experience of anger based on data from two directed imagery studies (total N =1,192). Consistent results across the two studies demonstrated that variability in anger experience primarily stems from variability in how a situation is appraised and to a smaller extent from individual differences in the relations between the appraisals and anger and individual differences independent of appraisal. The findings further identified frustration as the central appraisal involved in anger. Implications for emotion theories and anger management programs are discussed.     

The Mediating Role of Discrete Emotions in the Relationship Between Injustice and Counterproductive Work Behaviors: A Study in Pakistan

Purpose

Our study explores the mediating role of discrete emotions in the relationships between employee perceptions of distributive and procedural injustice, regarding an annual salary raise, and counterproductive work behaviors (CWBs).

Design/Methodology/Approach

Survey data were provided by 508 individuals from telecom and IT companies in Pakistan. Confirmatory factor analysis, structural equation modeling, and bootstrapping were used to test our hypothesized model.

Findings

We found a good fit between the data and our tested model. As predicted, anger (and not sadness) was positively related to aggressive CWBs (abuse against others and production deviance) and fully mediated the relationship between perceived distributive injustice and these CWBs. Against predictions, however, neither sadness nor anger was significantly related to employee withdrawal.

Implications

Our findings provide organizations with an insight into the emotional consequences of unfair HR policies, and the potential implications for CWBs. Such knowledge may help employers to develop training and counseling interventions that support the effective management of emotions at work. Our findings are particularly salient for national and multinational organizations in Pakistan.

Originality/Value

This is one of the first studies to provide empirical support for the relationships between in/justice, discrete emotions and CWBs in a non-Western (Pakistani) context. Our study also provides new evidence for the differential effects of outward/inward emotions on aggressive/passive CWBs.     

The appraisal basis of anger occurrence and intensity revisited

In a diary study we examined the relation between anger appraisals on the one hand, and the occurrence and intensity of anger experiences in frustrating situations on the other hand. The appraisals of frustration, other presence, other-accountability, and hostile intention are shown to be jointly sufficient for the occurrence of anger experience. Absence of one or more of these appraisals further results in a smaller proportion of anger occurrences, in lower anger intensities, and in both within- and between-person differences in anger occurrence. These results are interpreted in terms of anger experience as a categorical phenomenon for which the jointly sufficient set of appraisals acts as a cognitive point of reference. Willingness to go for anger categorisations in appraisal patterns that deviate from this cognitive point of reference is, at least in part, subject to dispositional individual differences.     

The effect of shame on anger at others: awareness of the emotion-causing events matters

Numerous studies have found that shame increases individuals’ anger at others. However, according to recent theories about the social function of shame and anger at others, it is possible that shame controls individuals’ anger at others in specific conditions. We replicated previous findings that shame increased individuals’ anger at others’ unfairness, when others were not aware of the individual’s experience of shameful events. We also found for the first time that shame controlled or even decreased individuals’ anger at others’ unfairness, when others were aware of the individual’s experience of shameful events. The results were consistent when shame was induced by either a recall paradigm or an imagination paradigm, and in either the ultimatum game or the dictator game. This suggests that shame strategically controls individuals’ anger at others to demonstrate that they are willing to benefit others, when facing the risk of social exclusion. Our findings highlight the interpersonal function of shame and deepen the understanding of the relationship between shame and anger at others.