Helping to reduce fights before flights: How environmental stressors in organizations shape customer emotions and customer–employee interactions

Previous examinations of environmental stressors in organizations have mostly emphasized their dysfunctional effects on individuals’ emotions and behaviors. Extending this work by drawing from the social functional perspective on emotion, we propose that customers’ negative emotional responses to environmental stressors in organizations can exert both dysfunctional and functional effects on customer–employee interactions. Specifically, we theorize that situational and physiological forms of environmental stressors can be dysfunctional by incurring customer anger, precipitating customer aggression, and diminishing employee helpfulness. We further theorize that situational relative to physiological stressors can exert functional effects in inducing customer fear that elicits empathy and helpfulness from employees. We test our model via an archival, observational, and critical incident yoked experimental study set in the airport context. This research contributes to stress theory and its organizational application by integrating theory from the social functional approach to emotion with appraisal-based theories of stress in organizations.     

Against epistemic partiality in friendship: value-reflecting reasons

Philosophical Studies - It has been alleged that the demands of friendship conflict with the norms of epistemology—in particular, that there are cases in which the moral demands of friendship...     

The Psychology and Epistemology of Self-Knowledge

In this paper I argue, first, that the most influential (and perhaps only acceptable) account of the epistemology of self-knowledge, developed and defended at great length in Wright (1989b) and (1989c) (among other places), leaves unanswered a question about the psychology of self-knowledge; second, that without an answer to this question about the psychology of self-knowledge, the epistemic account cannot be considered acceptable; and third, that neither Wright's own answer, nor an interpretation-based answer (based on a proposal from Jacobsen (1997)), will suffice as an acceptable answer to the psychological question. My general ambition is thus to establish that more work is needed if we are to have a full account of self-knowledge in both its epistemological and psychological aspects. I conclude by suggesting how my thesis bears on those who aim to provide an empirical account of the cognition involved in self-knowledge. This revised version was published online in June 2006 with corrections to the Cover Date.     

Can there be one-way causal conditionship?

I defend my attempt to explain causal priority by means of one-way causal conditionship by answering an argument by J. A. Cover about Charles' law. Then I attempt to say what makes a philosophical analysis a counterfactual analysis, so I can understand Cover's claim that my account is at its base a counterfactual one. Finally I examine Cover's discussion of my contention that necessary for in the circumstances is nontransitive.     

Events of parental divorce: Stressfulness ratings by children,parents, and clinicians

The stressfulness, for the "typical" child, of 62 events that occur to children of divorce was rated by children of divorce (n = 58), their custodial parents (n = 58), and clinicians (n = 50). In addition, a larger group of children (n = 123) rated the goodness or badness of the events that had happened to them. The rank orderings of the mean stress ratings for the typical child made by children, parents, and clinicians were highly correlated. However, when the absolute stress value of the events was compared across raters, children rated 10 events as significantly less stressful than did parents (p less than .05); parents' and clinicians' ratings differed for 9 events, parents rating 7 as less stressful (p less than .05). Children rated 19 events as less stressful than did clinicians (p less than .05). The rank ordering of the children's mean ratings of events actually experienced correlated highly with the rank orderings of the children's mean ratings of the negative events for the typical child.