The mediating role of engagement and burnout in the relationship between employees' emotion regulation strategies and customer outcomes

Service employees' emotional display plays an important role in service interactions, but little is known about the effects of employee's emotional regulation strategies on customer outcomes. This study examines a model in which emotion regulation is associated with customer satisfaction and loyalty intentions as mediated by employee burnout and engagement. Data collected from 135 employee–customer dyads following service interactions was analysed with structural equation modelling. The results show that engagement fully mediates the relationship of deep acting, and burnout partially mediates the relationship of surface acting, with customer satisfaction and loyalty intentions.     

Desert,fairness, and resentment

Responsibility, blameworthiness in particular, has been characterized in a number of ways in a literature in which participants appear to be talking about the same thing much of the time. More specifically, blameworthiness has been characterized in terms of what sorts of responses are fair, appropriate, and deserved in a basic way, where the responses in question range over blame, sanctions, alterations to interpersonal relationships, and the reactive attitudes, such as resentment and indignation. In this paper, I explore the relationships between three particular theses: (i) the claim that one is blameworthy to the extent that it is fair to impose sanctions, (ii) the claim that one is blameworthy to the extent that one deserves sanctions, and (iii) the claim that one is blameworthy to the extent that it is appropriate to respond with reactive attitudes. Appealing to the way in which luck in the outcome of an action can justifiably affect the degree of sanctions received, I argue that (i) is false and that fairness and desert come apart. I then argue that the relationship between the reactive attitudes and sanction is not as straightforward as has sometimes been assumed, but that (ii) and (iii) might both be true and closely linked. I conclude by exploring various claims about desert, including ones that link it to the intrinsic goodness of receiving what is deserved and to the permissibility or rightness of inflicting suffering.     

Evidence for a response preparation bottleneck during dual-task performance: Effect of a startling acoustic stimulus on the psychological refractory period

The present study was designed to investigate the mechanism associated with dual-task interference in a psychological refractory period (PRP) paradigm. We used a simple reaction time paradigm consisting of a vocal response (R1) and key-lift task (R2) with a stimulus onset asynchrony (SOA) between 100 ms and 1500 ms. On selected trials we implemented a startling acoustic stimulus concurrent with the second stimulus to determine if we could involuntarily trigger the second response. Our results indicated that the PRP delay in the second response was present for both control and startle trials at short SOAs, suggesting the second response was not prepared in advance. These results support a response preparation bottleneck and can be explained via a neural activation model of preparation. In addition, we found that the reflexive startle activation was reduced in the dual-task condition for all SOAs, a result we attribute to prepulse inhibition associated with dual-task processing.     

Children’s Responses to Hypothetical Provocation by Peers: Coordination of Assertive and Aggressive Strategies

Children often respond to aggression by peers with assertive bids or aggressive retaliation. Little is known, however, about whether and how children coordinate these strategies across different types of provocation. The present study examined endorsement of aggressive and assertive responses to hypothetical physical, relational, and verbal provocation in a sample of lower-income children (N?=?402, M age?=?10.21, SD?=?1.46). Latent-profile analysis revealed 3-class models for both aggression and assertion, each reflecting low, moderate, and high levels of endorsement. There was no association between children’s reported use of aggression and assertion. For example, children who endorsed high levels of aggression were equally likely to be classified as low, moderate, or high on assertive responding. For both assertion and aggression, parental ratings of children’s externalizing behavior and social skills differed across the low and high groups. No such differences were found between the low and moderate groups, despite the latter groups endorsing markedly higher levels of assertive and aggressive responses. This pattern of findings may be due, in part, to the situation specificity of children’s responding. Our findings hint at the complexity of children’s behavioral repertoires and contribute to a growing literature that suggests the need for intervention models that consider both social skills and social situations.     

A Path of Counselor Self‐Awareness

This article explores self‐reflection and self‐awareness from an ethical standpoint, proposing that counselors have a responsibility to themselves, their clients, and the profession to engage in these practices. The authors propose a path to counselor self‐awareness and a 2nd process that assumes counselor mastery.     

Social knowledge and goal-based influences on social information processing in adulthood

Effective social functioning is reflected in the ability to accurately characterize other people and then use this information in the service of social goals. To examine this type of social functioning, the authors conducted two studies that investigated potential influences of social experience and chronic socioemotional goals on adults' social judgments in an impression formation task. In line with a social expertise framework, middle-aged and older adults were more sensitive to trait-diagnostic behavioral information than were younger adults. Relative to younger adults, older adults paid more attention to negative than to positive information when it related to morality traits. Increasing the salience of the social context, and presumably activating socioemotional goals, did not alter this pattern of performance. In contrast, when more global social evaluations were examined (e.g., suitability as a social partner), older adults were less likely than younger or middle-aged adults to adjust their evaluations in response to situational goals. Consistent with a heightened focus on socioemotional goals, older adults' judgments were more consistently influenced by their attributions of traits that would likely impact the affective outcomes associated with interpersonal interactions. The results demonstrate the interaction between social knowledge, situational social goals, and chronic socioemotional goals in determining age differences in social information processing.     

The unexpectedly positive consequences of confronting sexism

Majority-group members expect to dislike those who confront them for prejudiced behavior. Yet if majority-group members are susceptible to the same social constraints as minority-group members, then their public responses to confrontation should be similarly inhibited. A tempered response to confrontation could smooth a potentially problematic social interaction, thereby producing an outcome that is better than expected. Female confederates confronted men during an interpersonal interaction and then had a second conversation. When interpersonally confronted, men reported equally positive evaluations of a sexist and gender-neutral confronter and confrontational interaction. Additionally, after the sexist confrontation, men's compensatory efforts increased mutual liking and this mutual liking then reduced men's use of sexist language. Thus, social forces also constrain those who are confronted as prejudiced, thereby positively influencing intergroup relations.