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.     

Beyond judgment bias: How students’ ethnicity and academic profile consistency influence teachers’ tracking judgments

Research on school tracking has provided evidence that students with immigrant backgrounds are overrepresented in the lower school tracks. As teachers are the main decision makers when it comes to tracking, we investigated whether teachers’ tracking judgments are biased by the immigrant backgrounds of the students and how teachers’ tracking judgments are affected by inconsistencies in students’ academic profiles. Drawing on dual process models of judgment formation, we conducted two experimental studies to investigate teachers’ judgments. The results of both studies showed less favorable teacher judgments of students with immigrant backgrounds than of students without immigrant backgrounds. Students with inconsistent academic profiles were also judged less favorably than students with consistent profiles. Think aloud data indicated careful processing of all information both for students with immigrant backgrounds and students with inconsistent profiles. Results are discussed with regard to their underlying mechanisms as well as with regard to their implications for teacher training.     

Contingency learning and stereotype formation: Illusory and spurious correlations revisited

The ability of implicit measures to predict behaviour varies greatly across studies, emphasising the need for accounts of this variability. In order to organise and review the literature on moderators that influence individuals' information processing, we suggest a classification system of moderators with two dimensions. One dimension distinguishes moderators according to their influence on the opportunity to control, the motivation to control, or the reliance on either automatic or controlled processes without changes in opportunity or motivation. The second dimension classifies moderators according to whether they pertain to a disposition of the acting person, the situation in which the behaviour occurs, or the behaviour itself. Increased predictive validity of implicit measures is associated with conditions that foster the impact of automatic processes on behaviour determination. In the discussion we derive several additional moderators from the classification system, delineate emerging research questions, and discuss implications of the reviewed studies for research on self-regulation.     

The nuclear plant accident in chernobyl experienced by men and women of different ages: Empirical study in the years 1986–1991

Abstract

Psychological responses to the nuclear accident in Chernobyl were assessed in several self-report inventories once a year from May 1986 until May 1991. Independent groups of subjects, divided according to sex and age (18–39 versus 40–59 years) were examined at six points in time for the subjective effects of the nuclear accident. The inventories included items related to attitudes, behavior, emotional states and coping styles. The results showed a generally greater emotional concern for women and for younger people. The findings also suggest that the psychological effects of the nuclear accident are long lasting.     

On anxiety-specific actions of tranquilizers

Abstract

This study examined the role of social support in the relationship between work demand and psychological distress (GHQ 12) in correctional officers (N=419), a high stress occupational group. Work demands were positively associated with strain. There was no evidence that social support buffered the negative impact of work demands. Rather, consistent with most previous research findings, support showed direct benefits and these were discussed in the context of worker participation and control. The hypothesis that officers high in negative affectivity, as measured by trait anxiety would show greater reactivity to work demands was not supported. However, trait anxiety appeared to inflate the relationship between work stressors (work demand and work support) and psychological distress supporting recent suggestions that the role of trait anxiety in occupational stress should not be disregarded. Trait anxiety combined additively with work demand to predict individual differences in psychological distress, however social support moderated the impact of trait anxiety on strain.     

Relative Phase Alterations during Bimanual Skill Acquisition

The purposes of the research reported here were (a) to examine changes in relative phase during the acquisition of a new coordination pattern and (b) to determine the effect of learning this pattern on the ability to perform other coordination patterns. Ten subjects practiced an upper limb coordination task that required a 90° phase offset and different amplitudes for each arm. A gross approximation of the mean relative phase for the intended coordination pattern occurred quickly, but the attainment of stability occurred much more gradually. These results were accompanied by changes in pattern stability across practice and on various transfer tests. Learning of the new coordination pattern also affected the stability of the anti-phase mode, but this effect was only temporary.     

Event memory and moving in a well-known environment

Research in narrative comprehension has repeatedly shown that when people read about characters moving in well-known environments, the accessibility of object information follows a spatial gradient. That is, the accessibility of objects is best when they are in the same room as the protagonist, and it becomes worse the farther away they are see, e.g., Morrow, Greenspan, & Bower, (Journal of Memory and Language, 26, 165–187, 1987). In the present study, we assessed this finding using an interactive environment in which we had people memorize a map and navigate a virtual simulation of the area. During navigation, people were probed with pairs of object names and indicated whether both objects were in the same room. In contrast to the narrative studies described above, several experiments showed no evidence of a clear spatial gradient. Instead, memory for objects in currently occupied locations (e.g., the location room) was more accessible, especially after a small delay, but no clear decline was evident in the accessibility of information in memory with increased distance. Also, memory for objects along the pathway of movement (i.e., rooms that a person only passed through) showed a transitory suppression effect that was present immediately after movement, but attenuated over time. These results were interpreted in light of the event horizon model of event cognition.     

TEACHING ABOUT LOSS

In this article, we develop a case for teaching about loss as part of social and behavioral science curricula. We discuss the first author's development of a class that focuses on loss and trauma. This class emphasizes the view of loss as a pervasive aspect of human life and that it is the core experience for other phenomena, including trauma and chronic illness. The course involves a component in which students write about some loss experience that may reflect their personal life. This component permits many students to express pain, sometimes for one of the first times in their lives, regarding the events in question and relate their experience to what they have learned in the course. Significant features of the course are a score of videos and guest presentations, documenting the diversity of loss and people's myriad ways of coping with loss. It is argued that the course and students' experiences in fulfilling course requirements speak to the gains that may be realized by honest, in-depth probing of losses within the context of psychological and other literatures.     

Identifying long-term patterns of work-related rumination: associations with job demands and well-being outcomes

The aim of this 2-year longitudinal study was to identify long-term patterns of work-related rumination in terms of affective rumination, problem-solving pondering, and lack of psychological detachment from work during off-job time. We also examined how the patterns differed in job demands and well-being outcomes. The data were collected via questionnaires in three waves among employees (N = 664). Through latent profile analysis (LPA), five stable long-term patterns of rumination were identified: (1) no rumination (n = 81), (2) moderate detachment from work (n = 228), (3) moderate rumination combined with low detachment (n = 216), (4) affective rumination (n = 54), and (5) problem-solving pondering (n = 85), both combined with low detachment. The patterns differed in the job demands and well-being outcomes examined. Job demands (time pressure, cognitive and emotional demands) were at the highest level across time in patterns 3–5 and lowest in pattern 1. Patterns 3 and 4 were associated with poorer well-being outcomes (higher job exhaustion and more sleeping problems, and lower work engagement) across time. By contrast, pattern 5 showed positive outcomes, especially high level of work engagement. Thus, the different patterns of work-related ruminative thoughts suggest diverse relationships with job demands and well-being.