There is more than obeying display rules: Service employees’ motives for emotion regulation in customer interactions

Although research has focused on how service employees regulate their emotions, few studies have explored why they do so. In this article, we first described which kinds of motives for emotion regulation exist in customer interactions. Second, we investigated how the motives are related to four emotion regulation strategies. The application of an explorative approach resulted in a list of 10 motives, which could be classified into the three motive categories: pleasure, prevention, and instrumental. Hierarchical linear modelling of 421 reported service interactions from a diary study revealed that the motive categories were differently related to the emotion regulation strategies. Motives of the instrumental category were only significantly positively related to surface acting. Motives of the pleasure category were positively related to deep acting and automatic regulation as well as negatively related to surface acting and emotional deviance. Motives of the prevention category were positively related to deep acting, surface acting, and emotional deviance as well as negatively related to automatic regulation. These results can be used by organizations not only to enhance the motivation of employees towards emotion regulation, but also towards more authentic emotional expressions.     

My role is my castle — The appeal of family roles after experiencing social exclusion

The present research investigated whether perceived social exclusion would lead women to embrace the social group of the family (and its traditional gender roles). In two studies, it was found that in comparison to a social inclusion manipulation, a social exclusion manipulation caused women to report significantly more positive inclinations towards traditional, gendered work allocations (Studies 1 and 2). Moreover, seeking meaning in life mediated the relationship between social exclusion and the perceived attractiveness of the roles of mother and housewife (Study 2). In a third study, adherence to family-related concepts was examined in both socially excluded and included men, but no difference was found between the two groups. It thus appears that social exclusion does not enhance the attractiveness of familial relationships for men. The theoretical and practical implications of these findings are discussed.     

Gruppenanalyse als Institutionsgeschichte

The paper describes the historical moment of the birth of group analysis during the Second Word War in Great Britain. With reference to a hypothesis of Robert Hinshelwood, the historical group dynamics in Northfield are outlined and the consequences for the further development of the group models associated with W.R. Bion and S.H. Foulkes are elucidated.     

Sleep Problems in Childhood and Borderline Personality Disorder Symptoms in Early Adolescence

Sleep disorders, such as insomnia and nightmares, are commonly associated with Borderline Personality Disorder (BPD) in adulthood. Whether nightmares and sleep-onset and maintenance problems predate BPD symptoms earlier in development is unknown. We addressed this gap in the literature using data from the Avon Longitudinal Study of Parents and Children (ALSPAC). Participants included 6050 adolescents (51.4 % female) who completed the UK Childhood Interview for DSM-IV BPD at 11 to 12 years of age. Nightmares and sleep onset and maintenance problems were prospectively assessed via mother report when children were 2.5, 3.5, 4.8 and 6.8 years of age. Psychopathological (i.e., emotional temperament; psychiatric diagnoses; and emotional and behavioural problems) and psychosocial (i.e., abuse, maladaptive parenting, and family adversity) confounders were assessed via mother report. In logistic regressions, persistent nightmares (i.e., regular nightmares at 3 or more time-points) were significantly associated with BPD symptoms following adjustment for sleep onset and maintenance problems and all confounders (Adjusted Odds Ratio = 1.62; 95 % Confidence Interval = 1.12 to 2.32). Persistent sleep onset and maintenance problems were not significantly associated with BPD symptoms. In path analysis controlling for all associations between confounders, persistent nightmares independently predicted BPD symptoms (Probit co-efficient [β] = 0.08, p = 0.013). Emotional and behavioural problems significantly mediated the association between nightmares and BPD (β =0.016, p < 0.001), while nightmares significantly mediated associations between emotional temperament (β = 0.001, p = 0.018), abuse (β = 0.015, p = 0.018), maladaptive parenting (β = 0.002, p = 0.021) and subsequent BPD. These findings tentatively support that childhood nightmares may potentially increase the risk of BPD symptoms in early adolescence via a number of aetiological pathways. If replicated, the current findings could have important implications for early intervention, and assist clinicians in the identification of children at risk of developing BPD.     

Self‐Concept Clarity and the Management of Social Conflict

ABSTRACT: In 4 studies we examined the relationship between self‐concept clarity and conflict management. Individuals with higher self‐concept clarity were overall more active and showed more cooperative problem‐solving behavior than people with low self‐concept clarity. There were no relationships with contending or yielding. The positive relationship with cooperative behavior was mediated by less rumination (Study 2) and moderated by conflict intensity (Study 3). Specifically, it applied to relatively mild conflicts (Study 3). Finally, Study 4 extended these findings to the group level: Dyad members with higher self‐concept clarity engaged in problem solving, whereas dyad members with lower self‐concept clarity did not. We conclude that higher self‐concept clarity associates with proactive problem solving in social conflict.     

Angststörungen bei Patienten mit implantiertem Kardioverter-Defibrillator (ICD)

Patients with an implantable cardioverter defibrillator (ICD) often show anxiety disorders as comorbid psychologycal disturbances. In a short review we discuss psychosocial aspects of the ICD-implantation. A case study of a 38 year old patient in inpatient treatment is presented for illustration of a cognitive-behavioral treatment method. The psychotherapeutic treatment was carried out in close cooperation with the clinic for cardiology.     

A State-Trait Analysis of Job Satisfaction: On the Effect of Core Self-Evaluations

Une recherche récente qui portait sur les fondements caractériels de la satisfaction au travail s’est focalisée sur le rapport entre la satisfaction professionnelle observée et le noyau central des autoévaluations (CSE). Cette étude s’est occupée d’une part de la relation entre la variance‐trait de la satisfaction au travail et le CSE et d’autre part de la structure des variables CSE. En faisant le choix d’un modèle de mesure longitudinal, nous avons d’abord recherché si le CSE était suffisamment stable, cela à partir d’une analyse secondaire de quatre périodes successives. Les résultats montrent une forte stabilité du CSE (.87 sur deux ans). Nous avons ensuite opéré une scission état‐trait de la satisfaction professionnelle de façon à dissocier la variance‐trait de la satisfaction au travail de la variance instable. Le facteur stable de satisfaction professionnelle fut mis en rapport, par régression, avec les variables CSE, en utilisant plusieurs modèles de CSE (une sommation, un facteur latent ou un concept global). D’après les résultats, il vaut mieux traiter les variables CSE comme une sommation, et cette série rend compte de presque toute la variance stable de la satisfaction professionnelle (84%). En outre, seuls l’affectivité négative et le locus of control interne avaient un impact significatif, alors que l’estime de soi et l’efficience personnelle n’en avaient pas. On conclut que la conception actuelle du CSE comme concept supraordonné englobant quatre dimensions est défendable, mais trop générale pour les recherches sur la satisfaction professionnelle; il est plus satisfaisant et suffisant d’analyser à la fois l’affectivité négative et le locus of control. Recent research that looked into the dispositional base of job satisfaction focused on relating observed job satisfaction to core self‐evaluations (CSE). This study was concerned with (a) the relation between the trait variance of job satisfaction and CSE and (b) the structure of the CSE‐variables. Using a longitudinal measurement model in a secondary analysis of four waves of a longitudinal study we first tested whether CSE are sufficiently stable over time. Results indicate a high stability of CSE (.87 across 2 years). We then performed a state‐trait decomposition of job satisfaction in order to separate trait variance of job satisfaction from changing variance. The stable job satisfaction factor was regressed on CSE‐variables, using different models of CSE (a collective set, a latent factor, or an aggregate concept). Results were in favor of treating the CSE‐variables as a collective set, and this set explained almost all stable variance of job satisfaction (84%). Moreover, only negative affectivity and internal locus of control had a significant impact, whereas self‐esteem and self‐efficacy had not. It is concluded that current conceptualisations of CSE as a superordinate concept underlying its four dimensions is possible but overly broad in job satisfaction research; collective consideration of LOC and NA is better and sufficient.     

Unemployment and aggression: the moderating role of self-awareness on the effect of unemployment on aggression

In February 2005, the unemployment rate in Germany surpassed the 10% mark. Derived from the revised version of the frustration-aggression hypothesis [Berkowitz, 1989], the present studies investigated the association between unemployment and aggression, as well as the moderating role of the self in this context. Because previous research on unemployment and aggression has been plagued by the cause-and-effect issue, the present research employed both an experimental and a correlational field approach. Three studies revealed that participants who expected to be unemployed after their degree (Studies 1 and 3), or who were currently unemployed (Study 2), reported stronger aggressive inclinations than participants who expected not to be unemployed or who were not unemployed at the time of data collection. However, this aggression-eliciting effect of expected or real unemployment only occurred for participants with low self-awareness. Participants who could actualize their self prior to reporting on aggression were not differently affected by different expectations or states of unemployment.     

The frequency effect in second-language visual word recognition

A lexical decision experiment with Dutch-English bilinguals compared the effect of word frequency on visual word recognition in the first language with that in the second language. Bilinguals showed a considerably larger frequency effect in their second language, even though corpus frequency was matched across languages. Experiment 2 tested monolingual, native speakers of English on the English materials from Experiment 1. This yielded a frequency effect comparable to that of the bilinguals in Dutch (their L1). These results constrain the way in which existing models of word recognition can be extended to unbalanced bilingualism. In particular, the results are compatible with a theory by which the frequency effect originates from implicit learning. They are also compatible with models that attribute frequency effects to serial search in frequency-ordered bins (Murray & Forster, 2004), if these models are extended with the assumption that scanning speed is language dependent, or that bins are not language specific.