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...     

Idiodynamics in re Personality Theory and Psychoarchaeology

Idiodynamics is the science of the idioverse. The idioverse consists of the population of events experienced by a single unique individual. This conception supersedes that of personality because the idioverse purports to be a more direct and objective formulation. The idioverse is understood, in large measure, by markers that are peculiar to the individual and are discovered through a study of the totality of the individual's expressed experience. Three types of norms afford these data for observation: the nomothetic, the demographic, and the idiodynamic. All are essential for an understanding of how the individual participates in the experience of the self and of others. A biogenic medium and a sociogenic medium overlap in the formulation of the idioverse, and these media overlap and converge to constitute a matrix that provides idiodynamic norms. Comprehension of the idioverse reveals the individual as a self-creative and dynamic process. Idiodynamics should be distinguished from the earlier idiographic approach to individuality. Psychoarchaeology is the reconstruction of biographical identities and/or sources. This methodology is well illustrated in Morton Prince's classic case of dissociation (Sally Beauchamp).     

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.     

Introduction to the Symposium on Drug Improvement of Memory

This paper introduces a symposium in which three main speakers discussed the prospect that drugs may improve cognitive functioning, including memory. Even though the participants agreed that presently available drugs can alleviate memory disorders only to a limited extent and do not increase ability of well-functioning individuals, it is important to consider social implications of drugs that might increase learning ability and intelligence. It is also important to consider, as alternatives to drugs, behavioural approaches to improving abilities that do not share possible drawbacks of pharmacological treatments.     

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.