Interpersonal Process of Emotional Labor: The Role of Negative and Positive Customer Treatment

Emotional labor refers to the process of regulating both feelings and expressions in response to the display rules for promoting organizational goals. Existing literature has provided strong evidence for the impact of emotional labor (i.e., surface acting and deep acting) on service employees’ emotional exhaustion. However, the empirical examination of the mechanisms underlying this association is largely missing from prior research. Drawing on the social interaction model of emotion regulation, this article reported 2 daily diary studies examining the role of customer treatment toward employees in channeling emotional labor's impact on employee emotional well‐being. Specifically, Study 1 measured emotional labor at the between‐person level as habitual emotional regulation strategies used by service employees, and Study 2 measured emotional labor at the within‐person level to capture its fluctuations. Results showed that employees engaging in more surface acting were more likely to receive negative treatment from customers, which in turn increased their negative affect and emotional exhaustion. Further, employees engaging in more deep acting were more likely to receive positive treatment from customers, which in turn increased their positive affect. Implications and limitations of these findings were discussed.     

预测特征竞争范式下的特征推理方式

当面临归类不确定的情景时,人们的特征推理是基于类别进行,还是基于特征联结进行,一直是类别研究中的重要内容。本研究采用预测特征竞争范式对这一问题进行了探究。共两个实验：实验1采用预测特征竞争范式探讨推理前预先归类时,人们的推理方式是基于类别还是基于特征联结。实验2采用预测特征竞争范式探讨推理前不预先归类时,人们的推理是基于类别还是基于特征联结。实验结果表明,推理前预先归类时,被试倾向于基于类别进行推理。推理前不预先归类时,被试倾向于根据特征联结进行推理。     

阻碍效应范式中主题知识对类别学习的影响

三个实验采用阻碍效应研究范式探讨主题知识对类别学习的影响。实验1探讨定义特征维度为机械特征时,主题知识对类别学习的影响;实验2和实验3,通过考察定义特征维度为知识特征时,类别学习中阻碍效应的大小,继续探讨主题知识对类别学习的影响。实验结果发现：（1）当定义特征维度为机械特征时,主题知识的存在没有促进类别学习。这可能因为定义特征维度为机械特征,主题知识难以发现所致;（2）当定义特征维度为知识特征时,类别学习中的阻碍效应消失,证明主题知识的存在促进了类别学习。研究结果再次支持了类别学习不仅仅受到减少归类错误驱动的观点。     

不同负载条件对序列位置内隐学习的影响

序列反应时任务是继人工语法学习和复杂系统控制任务之后又一研究内隐学习的重要程式 ,该研究采用这种程式 ,比较了不同负载条件对序列位置内隐学习的影响。被试为华南师范大学本科生 6 0名。 3种负载条件分别为无负载、数字串记忆负载和反向反应负载。结果发现 ,数字记忆负载组被试与无负载组被试间内隐学习量差异显著 ,但对于不会破坏学习序列组织的反向负载组被试 ,其内隐学习量与无负载组差异不显著 ,却与数字记忆负载组间差异显著。这一结果说明序列反应时任务程式中的内隐学习不受加工容量的影响     

儿童在生词阅读中对类推策略应用的研究现状

字形与字音对应关系的类推策略在儿童开始学习阅读时是否已经存在;如果存在,类推发生于单词的什么位置;另外,这种类推能力是逐渐增长的,还是保持不变的。上述问题是20年来关于生词阅读策略研究的核心问题。从2位代表性人物Goswami和Bowey的研究入手,文章回顾并分析了针对上述问题的研究历程,展示了现有争论的方法论根源,同时对一些新的研究趋势进行了分析和展望。     

当代西方语篇阅读信息加工过程理论的分歧与整合

当代西方语篇阅读研究过程中产生了多种理论与模式,它们试图对读者阅读过程的信息加工过程做出解释。文章从发展的角度介绍了建构主义理论、最低限度假设理论和记忆基础的文本加工观的历程、基本假设和实证研究,从中可以看出各种理论派别的分歧与整合的趋势。     

老年人日常人际问题解决中的悲伤情绪体验和情绪调节策略: 年龄和人格特质的作用

考察了日常人际问题解决中老年人的悲伤情绪体验和情绪调节策略与青年人的差异,以及年龄和人格特质的作用。共45名老年人和59名青年人接受半结构化访谈和人格特质测量。结果表明：（1）以教育水平为协变量的方差分析表明,老年人和青年人的悲伤情绪体验没有显著差异。老年人的被动情绪调节策略的使用和青年人存在显著差异;（2）老年人的被动情绪调节策略不但与年龄有关,而且与悲伤情绪体验有关。悲伤情绪体验可以显著预测其被动情绪调节策略使用;（3）老年人的悲伤情绪体验与人格特质神经质维度存在显著正相关;（4）老年人与年轻人的被动情绪调节策略都与悲伤情绪有关,但老年人的被动情绪调节策略不能由人格特质显著预测,而青年人的被动调节策略还可以由人格特质内外向维度显著预测。人格特质的内外向维度对老年人和青年人的前摄性情绪调节策略的预测效应是一致的。最后针对老年人的悲伤情绪体验和情绪调节策略的意义进行了讨论。     

Having the memory of an elephant: long-term retrieval and the use of analogues in problem solving

The authors report 4 experiments exploring long-term analogical transfer from problem solutions in folk tales participants heard during childhood, many years before encountering the target problems. Substantial culture-specific analogical transfer was found when American and Chinese participants' performance was compared on isomorphs of problems solved in European versus Chinese folk tales. There was evidence of transfer even among participants who did not report being reminded of the source tale while solving the target problem. Comparisons of different versions of a target problem indicated that similarity of solution tool affected accessing, mapping, and executing components of problem solving, whereas similarity of goal object had only a moderate effect on accessing. High school students also evidenced greater transfer than did middle school students.     

Schema induction in problem solving: a multidimensional analysis

The present research examined the processes of schema formation in problem solving. In 4 experiments, participants experienced a series of tasks analogous to A. S. Luchins' (1942) water jar problems before attempting to solve isomorphic target problems. Juxtaposing illustrative source instances varying in procedural features along multiple dimensions promoted the construction of a general schema that facilitated solving an isomorphic problem requiring a novel procedure. Exposure to less variant problems led to faster initial learning, but narrower and fixed schemas (mental set), whereas exposure to variant procedures led to slower initial learning, but broader and more flexible schemas. The findings support the dimensional specificity hypothesis: Generalization along 1 dimension facilitates transfer to a target problem differing from the source problems in that dimension.     

Birds of a feather and birds flocking together: physical versus behavioral cues may lead to trait- versus goal-based group perception

Entitativity perception refers to the perception of a collection of individuals as a group. The authors propose 2 perceptual-inferential bases of entitativity perception. First, perceivers would expect a collection of individuals with similar physical traits to possess common psychological traits. Second, perceivers watching a group of individuals engage in concerted behavior would infer that these individuals have common goals. Thus, both similarity in physical traits (e.g., same skin color) and concerted collective behavior (e.g., same movement) would evoke perception of group entitativity. Results from 5 experiments show that same group movement invariably leads to common goal inferences, increased perceived cohesiveness, and increased perceived entitativity. Moreover, same skin color evokes inferences of group traits and increases perceived homogeneity and perceived entitativity but only when skin color is diagnostic of group membership.