Exhausted,mistreated, or indifferent? Explaining deviance from emotional display rules at work

This article explores different theoretical explanations for deviance from display rules (DDR), which occurs when employees consciously display emotions to customers that are unsanctioned by the organization. DDR is an important outcome in service organizations because it triggers strong negative reactions from customers, such as negative reputation and business losses. To better explain why DDR occurs, the author compared predictors drawn from organizational justice theory, conservation of resources theory and goal-setting theory in a comprehensive model to explore complementary and competing effects. The model was tested using hierarchical linear modelling with data from 1146 transactions performed by 51 service employees who participated in an experience sampling study over several weeks. Results demonstrated that emotional valence mediated the transaction-level relationship between customer interpersonal injustice and DDR. Similarly, negative emotions mediated the transaction-level relationship between mental exhaustion and DDR. However, person-level differences in goal commitment to organizational display rules had a buffering effect on the relationship between negative emotions and DDR. Overall, the results demonstrate that unfair treatment from customers and mental exhaustion can promote the expression of unsanctioned emotions to customers via negative emotional experiences, but employees who are committed to emotional labour goals are more resistant to engaging in DDR.     

If it changes it must be a process: study of emotion and coping during three stages of a college examination

This natural experiment provides substantial evidence for the following major themes, which are based on a cognitively oriented, process-centered theory of stress and coping: First, a stressful encounter should be viewed as a dynamic, unfolding process, not as a static, unitary event. Emotion and coping (including the use of social support) were assessed at three stages of a midterm examination: the anticipation stage before the exam, the waiting stage after the exam and before grades were announced, and after grades were posted. For the group as a whole there were significant changes in emotions and coping (including the use of social support) across the three stages. Second, people experience seemingly contradictory emotions and states of mind during every stage of an encounter. In this study, for example, subjects experienced both threat emotions and challege emotions. The complexity of emotions and their cognitive appraisals reflects ambiguity regarding the multifaceted nature of the exam and its meanings, especially during the anticipation stage. Third, coping is a complex process. On the average, subjects used combinations of most of the available forms of problem-focused coping and emotion-focused coping at every stage of the exam. Different forms of coping were salient during the anticipation and waiting stages. Problem-focused coping and emphasizing the positive were more prominent during the former, and distancing more prominent during the latter. Finally, despite normatively shared emotional reactions at each stage, substantial individual differences remained. Using selected appraisal and coping variables, and taking grade point averages (GPA) into account, approximately 48% of the variances in threat and challenge emotions at the anticipation stage was explained. Controlling for variance due to the grade received, appraisal, and coping variables accounted for 28% of the variance in positive and negative emotions at the outcome stage. Including grade, 57% of the variance in positive emotions at outcome and 61% of the negative emotions at outcome were explained.     

压力认知评价理论在管理心理学中的应用：场景、方式与迷思

工作场所中, 压力源无处不在; 面对压力源, 个体会如何反应?压力认知评价理论从认知评价和应对角度为这一问题提供了系统解释。在过去的40年里, 该理论已成为阐释个体压力反应的主流框架。然而, 由于提出时间较早, 该理论没有提供各理论要素间的精确关系, 这使得后续实证研究从各自研究问题出发, 对该理论的应用五花八门, 甚至因曲解理论观点而造成不当应用, 不利于对该理论的持续应用和深入发展。在系统回顾理论观点的基础上, 重点梳理了125篇以该理论作为核心理论基础的管理心理学实证研究。总体发现：在应用场景方面, 压力认知评价理论可以用来解释6种压力源对员工工作态度、行为、身心健康和工作-家庭关系的影响; 其应用形式可以从初级评价、次级评价和应对3个方面分别考虑; 一些研究在应用该理论时存在误区。未来研究需要优化理论要素的测量方式, 进一步拓展该理论的应用场景, 同时丰富认知评价过程的影响因素研究。     

Coping profiles characterize individual flourishing,languishing, and depression

Abstract

According to the broaden-and-build theory of positive emotions, negative emotions narrow one's thought–action repertoire. In contrast, positive emotions have a broadening effect, expanding cognitive capacity, increasing potential coping strategies that come to mind, and enhancing decision-making, reaction, and adaptation to adversity. Fredrickson and Losada determined that a positivity ratio – the ratio of experienced positive to negative emotions – at or above 2.9 promotes human flourishing. A ratio below 2.9 is indicative of languishing individuals, whereas a ratio below 1.0 is a marker of depression. This study examined whether adaptive and maladaptive coping profiles differentiated those who flourish, languish, or are depressed in two convenience samples – military spouses (n =367) and public school teachers (n=267). Results were consistent with the theoretical predictions, as coping profiles of the groups differed significantly, with flourishing individuals favoring adaptive coping strategies more than those who were languishing or depressed. Conversely, depressed individuals reported greater use of maladaptive coping strategies than those who were languishing or flourishing. These results provide further empirical support for the mathematical model of Fredrickson and Losada, as the set of positivity criteria were predictive of coping profiles in two samples where successful coping and adaptation are important.     

The relationship of coping and its perceived effectiveness to positive and negative affect in sport

This article examined the ability of six different coping strategies and their perceived effectiveness in predicting positive and negative affect in sport. Furthermore, it was investigated whether perceived coping effectiveness moderated the influence of coping strategies on affect. British University athletes (N = 356) were requested to recall a recent important competition in their sport when they had a stressful or challenging experience. They were then asked to rate the extent to which they relied on a number of different coping strategies to deal with the situation and the degree to which they found these effective. In agreement with the theoretical predictions of Folkman (1984), problem-focused coping predicted positive affect whereas emotion-focused coping predicted negative affect. Furthermore, for almost all the coping variables, their perceived effectiveness predicted, in a positive way, positive affect and negatively, negative affect. Moreover, the perceived effectiveness of the coping strategies of seeking social support, venting of emotions, and behavioural disengagement, moderated the influence of those strategies on affect. Lastly, a comparison between high and low effective coping groups showed that the former was associated with more pleasant affective experiences.     

Appraisal and coping processes in acute time-limited stressful situations: A study of police officers

This study focuses on the appraisal and coping process in acute, time-limited stressful situations in a stress experienced group: 54 Swedish police officers. Each police officer retrospectively reported their thoughts, emotions, and actions during five recent stressful job events. The relations among appraisals of threat and of coping options, seven forms of problem- and emotion-focused coping strategies, and selfrated performance were examined. Compared with previous studies of ordinary people in stressful situations, the police officers felt less threatened, appraised the situations as more solvable, and used considerably more problem-focused forms of coping. Age had a significant effect on appraisal, while organizational position had a significant effect on coping. Using latent profile analysis, four appraisal styles were obtained. Consistency of cross-situational appraisal style amongst individuals was high. The functional relationships among variables, i.e. appraisal, coping, and performance, are discussed.     

Religious coping research and contemporary personality theory: An exploration of Endler's (1997) integrative personality theory

Notable weaknesses in the literature on religion and mental health include theoretical inconsistencies and lack of integration with contemporary personality theory. The current study explored a potential solution to these theoretical limitations. A modified form of Endler's (1997) interactive model of personality was applied to the prediction of religious coping and tested using structural equation modelling. As predicted by the model, personality dispositions predicted coping directly, as well as indirectly through perception of the situation and situational anxiety. These patterns were, as expected, found to interact with the type of situation. Results indicated that having a positive disposition appears to buffer one's negative perceptions of situations over which one has little control. Participants tended to use more religious coping in low‐control situations; in high‐control situations, participants tended not to use negative religious coping techniques such as pleading for miracles.     

Positive emotions trigger upward spirals toward emotional well-being

The broaden-and-build theory of positive emotions predicts that positive emotions broaden the scopes of attention and cognition, and, by consequence, initiate upward spirals toward increasing emotional well-being. The present study assessed this prediction by testing whether positive affect and broad-minded coping reciprocally and prospectively predict one another. One hundred thirty-eight college students completed self-report measures of affect and coping at two assessment periods 5 weeks apart. As hypothesized, regression analyses showed that initial positive affect, but not negative affect, predicted improved broad-minded coping, and initial broad-minded coping predicted increased positive affect, but not reductions in negative affect. Further mediational analyses showed that positive affect and broad-minded coping serially enhanced one another. These findings provide prospective evidence to support the prediction that positive emotions initiate upward spirals toward enhanced emotional well-being. Implications for clinical practice and health promotion are discussed.     

Collective rumination: When “problem talk” impairs organizational resilience

When adversity strikes, organization members often turn to others in order to vent their negative emotions and receive social support. While social interaction is commonly seen as a major resource for organizational resilience, dysfunctional social interactions and their negative effects on coping with and overcoming adversity are less well understood. This conceptual article develops theory on collective rumination—defined as repetitive and prolonged discussions of adverse events that center on the negative and uncontrollable aspects of the situation—and its detrimental effects on organizational resilience. We elaborate that collective rumination emerges through a vicious circle of a shared negative situational assessment and mutual contagion with highly negative emotions. Based on our theorizing, we propose that collective rumination is negatively related to three core dimensions of organizational resilience: perceptions of control, commitment to joint action, and the acceptance of adversity as a challenge. With our conceptual article, we answer earlier calls to theorize about forms of social interactions that are not valuable but destructive for organizational resilience and elucidate previously neglected social dynamics that are dysfunctional for recovering from adversity.     

情感事件视角下空气污染触发的消极情绪对工作场所环保行为的动态影响机制

摘要 鉴于当今空气污染问题日益严峻,如何激发员工的环保行为成为了各界关注的话题。本研究基于情感事件理论,从主动的视角来探讨人们在空气污染情境中产生消极情绪后的积极应对行为。运用经验取样法,对68名在职员工进行了为期14天的跟踪调查。研究发现：（1）个体每日因空气污染引发的消极情绪与每日的环保行为正相关;（2）风险感知和环保激情在个体因空气污染引发的消极情绪与环保行为之间存在链式中介作用;（3）调节焦点调节了个体每日因空气污染引发的消极情绪对每日的环保行为的影响,防御焦点弱化二者间的关系,而促进焦点的调节作用不显著。以上成果丰富了人们对空气污染触发的消极情绪动态影响机制的认识,为后续研究提供了良好的研究视角和基础,为企业可持续发展的经营管理提供了的实践启示。     

The case for positive emotions in the stress process

For many decades, the stress process was described primarily in terms of negative emotions. However, robust evidence that positive emotions co-occurred with negative emotions during intensely stressful situations suggested the need to consider the possible roles of positive emotions in the stress process. About 10 years ago, these possibilities were incorporated into a revision of stress and coping theory (Folkman, 1997). This article summarizes the research reported during the intervening 10 years that pertains to the revised model. Evidence has accumulated regarding the co-occurrence of positive and negative emotions during stressful periods; the restorative function of positive emotions with respect to physiological, psychological, and social coping resources; and the kinds of coping processes that generate positive emotions including benefit finding and reminding, adaptive goal processes, reordering priorities, and infusing ordinary events with positive meaning. Overall, the evidence supports the propositions set forth in the revised model. Contrary to earlier tendencies to dismiss positive emotions, the evidence indicates they have important functions in the stress process and are related to coping processes that are distinct from those that regulate distress. Including positive emotions in future studies will help address an imbalance between research and clinical practice due to decades of nearly exclusive concern with the negative emotions.     

Exploring coping reactions to work‐stress: Application of an appraisal theory

Previous research has focused on influences of coping on emotional and behavioural outcomes. Less is known about why people cope in the way they do. Drawing on an appraisal theory of emotion, it was expected that secondary appraisal components would be related to coping. Information on appraisal components, emotions, and coping in relation to a recent work stressor was provided by 107 female nurses. Appraisals were associated with coping in theoretically interpretable ways (e.g. active coping and behavioural disengagement with optimistic and pessimistic appraisals of problem‐focused coping potential, respectively). The study highlighted emotion theory as useful for exploring possible coping antecedents in a conceptually integrated way.     

Occupational stress,psychological burnout and anxiety

Abstract

For many decades, the stress process was described primarily in terms of negative emotions. However, robust evidence that positive emotions co-occurred with negative emotions during intensely stressful situations suggested the need to consider the possible roles of positive emotions in the stress process. About 10 years ago, these possibilities were incorporated into a revision of stress and coping theory (Folkman, 1997). This article summarizes the research reported during the intervening 10 years that pertains to the revised model. Evidence has accumulated regarding the co-occurrence of positive and negative emotions during stressful periods; the restorative function of positive emotions with respect to physiological, psychological, and social coping resources; and the kinds of coping processes that generate positive emotions including benefit finding and reminding, adaptive goal processes, reordering priorities, and infusing ordinary events with positive meaning. Overall, the evidence supports the propositions set forth in the revised model. Contrary to earlier tendencies to dismiss positive emotions, the evidence indicates they have important functions in the stress process and are related to coping processes that are distinct from those that regulate distress. Including positive emotions in future studies will help address an imbalance between research and clinical practice due to decades of nearly exclusive concern with the negative emotions.     

Another Search for the “Hot” Cognitions: Appraisal, Irrational Beliefs, Attributions, and Their Relation to Emotion

One study examined the hypothesized status of appraisal and irrational beliefs relative to attributions, as proximal antecedents of emotion. In our study, which looked at 4 pairs of functional and dysfunctional negative emotions (i.e., concern/anxiety, sadness/depression, remorse/guilt, annoyance/anger), undergraduates (N = 120) reported on their attributions, appraisal, irrational beliefs, and emotions during past encounters associated with various negative events. Congruent with both Smith and Lazarus' (1993) appraisal theory and Ellis' (1994) cognitive theory of emotion, the results of this study indicate that the emotions (both functional and dysfunctional negative emotions) were more directly associated with appraisal and with irrational beliefs (dysfunctional negative emotions only) than they were with attributions. Also, irrational beliefs were strongly associated with appraisal; while demandingness (DEM) was associated more with primary appraisal, awfulizing/catastrophizing, low frustration tolerance, and global evaluation of human worth (including self-downing) were associated more with secondary appraisal. Dysfunctional emotions seem to involve primary appraisal associated with DEM while functional emotions involve primary appraisal associated with preferences. These findings lend to support the status of appraisal and irrational beliefs as the proximal cognitive antecedents of emotion and the status of irrational beliefs as a differencing factor between functional and dysfunctional emotions.     

Alternatives to the fixed-set model: A review of appraisal models of emotion

Over several decades, appraisal theory has emerged as a prominent theoretical framework explaining the elicitation and differentiation of emotions, and has stimulated a great deal of theorising and empirical research. Despite the large amount of research in this area, there are many aspects of appraisal theory and research that remain unclear or problematic. In this review, we identify a common assumption of many appraisal theories—the fixed appraisal set—and argue that this assumption, combined with a lack of explicit theorising about the predicted relationship between appraisals and emotions, leads to a lack of clarity in both appraisal models and the empirical testing of those models. We recommend that appraisal theorists move in a direction already taken by a small number of theorists, and adopt the starting assumption of a variable appraisal set. We further suggest that theories of concepts and categorisation may inform theorising about appraisal–emotion relationships.     

Negative Affective Responses to Stress among Urban Police Officers: A General Strain Theory Approach

ABSTRACT

The larger literature on police stress indicates that much of their stress emanates from two sources: organizational and environmental. These sources coexist in officers’ lives but function differently across police agencies. Officer experiences with stress also tend to lead to emotional reactions, some of which can be negative and increase the risk of misconduct. Agnew’s general strain theory provides one useful theoretical framework within which the relationship between officer strain and negative emotions can be investigated. Using data from three urban Texas police agencies, this study investigates the main sources of police strain as predictors of anger, depression, and burnout. Further, differences in negative emotions across agencies are also examined. Results show that organizational stress is significantly related to all three negative emotions across agencies. Implications and future research directions are highlighted.     

Putting appraisal in context: Toward a relational model of appraisal and emotion

According to appraisal theory, emotions result from an individual's meaning analysis of the implications of his/her circumstances for personal well-being, and individual differences in emotion arise when individuals appraise similar situations differently. Relational models of appraisal attempt to describe the situational and dispositional antecedents of appraisals, and should allow one to predict such individual differences. In this article, we review three examples of our efforts toward developing relational appraisal models. In two, we start with a particular appraisal component, motivational relevance and problem-focused coping potential (Smith & Lazarus, 1990), respectively, and describe and test the relational model proposed for that component. In the third, as a precursor to developing a true relational model, we examine another appraisal component, emotion-focused coping potential, from a more dispositional perspective. We conclude by considering both the potential value of relational appraisal models, and future directions in the development of these models.     

What is interesting? Exploring the appraisal structure of interest

Relative to other emotions, interest is poorly understood. On the basis of theories of appraisal process and structure, it was predicted that interest consists of appraisals of novelty (factors related to unfamiliarity and complexity) and appraisals of coping potential (the ability to understand the new, complex thing). Four experiments, using in vivo rather than retrospective methods, supported this appraisal structure. The findings were general across measured and manipulated appraisals, interesting stimuli (random polygons, visual art, poetry), and measures of interest (self-reports, forced-choice, behavioral measures). Furthermore, the appraisal structure was specific to interest (it did not predict enjoyment, a related positive emotion), and appraisals predicted interest beyond relevant traits (curiosity, openness). The appraisal perspective offers a powerful way of construing the causes of interest.     

Deservingness and emotions: Applying the structural model of deservingness to the analysis of affective reactions to outcomes

This chapter describes how a structural model of deservingness governed by a principle of balance may be applied to the analysis of emotions relating to deserved or undeserved outcomes of other or of self. In each case perceived deservingness/undeservingness is assumed to mediate both general emotional reactions such as pleasure and dissatisfaction and discrete emotions such as sympathy, resentment, disappointment, and guilt, depending on outcome (positive, negative), the evaluative structure of action/outcome relations, and whether outcomes relate to other or to self. Evidence from studies of reactions to success or failure, and reactions to penalties for offences, supports the analysis, as does earlier research on tall poppies or high achievers. The theoretical analysis is then related to the wider psychological literature on justice and emotions, especially to appraisal theory as exemplified in Weiner's approach. Also discussed are issues concerned with reciprocal relations between affect and deservingness, thoughtful versus automatic processing, new extensions of balance theory, and variables such as like/dislike relations, ingroup/outgroup relations, and perceived responsibility that would moderate perceived deservingness/undeservingness, thereby influencing the emotions that are assumed to be activated in each case.     

The Anatomy of Disappointment: A Naturalistic Test of Appraisal Models of Sadness,Anger, and Hope

Vignette and autobiographical recall studies have often been used to test models of the appraisals associated with specific emotions. Recently, critiques of both methodologies have called into question the applicability of appraisal theory to naturally-occurring emotional responses. This study examined supporter's responses to Ross Perot's withdrawal from the 1992 presidential race to assess the extent to which appraisal models accurately capture responses to a naturally-occurring event. Supporters in Riverside County, California (N = 227) completed questionnaires concerning their interpretations of the event, their initial emotional reactions, changes in their reactions in the weeks immediately following Perot's withdrawal, and their plans. Appraisal models correctly predicted the dimensions of agency and coping potential that served to differentiate sadness from anger, and the appraisals and plans associated with hope. Appraisal models did not predict the strong focus of sad supporters on their past goals and beliefs, and the plans associated with sadness and anger. Changes in emotional intensity occurred as a function of changes in goals and plans rather than merely as a function of time. These findings demonstrate the applicability of appraisal theory to naturally-occurring emotional responses, but also show that models may understate the complexity of the planning processes associated with emotions.