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.     

The mediating role of work climate perceptions in the relationship between personality and performance

Although past research has demonstrated a link between personality and job performance, potential enabling factors of this relationship have yet to be explored comprehensively. We hypothesized that perceptions of work climate, specifically relationship dimensions—cohesion, supervisor support, and job involvement—might be the mechanism through which the relationship between personality and job performance can be explained. Two hundred and thirty Australian employees completed an online survey measuring personality, relationship dimensions of work climate (job involvement, coworker cohesion, and supervisor support) and job performance. Results revealed that the relationship dimensions of work climate fully mediated the relationship between agreeableness and job performance, and extraversion and job performance, while the relationship between neuroticism and job performance was partially mediated by relationship dimensions of work climate. Supervisor support primarily accounted for this mediated effect for the neuroticism–job performance relationship, whereas for extraversion only job involvement explained significant unique variance. Our findings suggest that the relationship of agreeableness, extraversion, and neuroticism with job performance is indirect, and perceptions of the work environment itself play a role in this relationship. This implies that organizations should consider the work environment, in addition to personality during selection procedures. Future research should examine whether different levels of work environment dimensions, foster greater job performance in employees.     

Structuring of Early Reaching Movements: A Longitudinal Study

Reaches, performed by 5 infants, recorded at 19 weeks of age and every third week thereafter until 31 weeks of age, were studied quantitatively. Earlier findings about action units were confirmed. At all ages studied, movements were structured into phases of acceleration and deceleration. Reaching trajectories were found to be relatively straight within these units and to change direction between them. It was also found that at all ages, there was generally one dominating transport unit in each reach. The structuring of reaching movements changed in four important ways during the period studied. First, the sequential structuring became more systematic with age, with the dominating transport unit beginning the movement. Second, the duration of the transport unit became longer and covered a larger proportion of the approach. Third, the number of action units decreased with age, approaching the two-phase structure of adult reaching. Finally, reaching trajectories became straighter with age.     

Using a Multivariate Multilevel Polytomous Item Response Theory Model to Study Parallel Processes of Change: The Dynamic Association Between Adolescents' Social Isolation and Engagement With Delinquent Peers in the National Youth Survey

The application of multidimensional item response theory models to repeated observations has demonstrated great promise in developmental research. It allows researchers to take into consideration both the characteristics of item response and measurement error in longitudinal trajectory analysis, which improves the reliability and validity of the latent growth curve (LGC) model. The purpose of this study is to demonstrate the potential of Bayesian methods and the utility of a comprehensive modeling framework, the one combining a measurement model (e.g., a multidimensional graded response model, MGRM) with a structural model (e.g., an associative latent growth curve analysis, ALGC). All analyses are implemented in WinBUGS 1.4.3 (Spiegelhalter, Thomas, Best, &; Lunn, 2003 Spiegelhalter, D. J., Thomas, A., Best, N. G. and Lunn, D. 2003. WinBUGS user manual Cambridge, , UK: MRC Biostatistics Unit, Institute of Public Health. Retrieved October 24, 2006, from http://www.mrc-bsu.cam.ac.uk/bugs [Google Scholar]), which allows researchers to use Markov chain Monte Carlo simulation methods to fit complex statistical models and circumvent intractable analytic or numerical integrations. The utility of this MGRM-ALGC modeling framework was investigated with both simulated and empirical data, and promising results were obtained. As the results indicate, being a flexible multivariate multilevel model, this MGRM-ALGC model not only produces item parameter estimates that are readily estimable and interpretable but also estimates the corresponding covariation in the developmental dimensions. In terms of substantive interpretation, as adolescents perceived themselves more socially isolated, the chance that they are engaged with delinquent peers becomes profoundly larger. Generally, boys have a higher initial exposure extent than girls. However, there is no gender difference associated with other latent growth parameters.     

Patients’ intention to speak up for health care providers’ hand hygiene in inpatient diabetic foot wound treatment: a cross-sectional survey in diabetes outpatient centres in Lower Saxony,Germany*

Hand hygiene in wound care by health care providers (HCPs) is a key principle in treating hospitalized patients with diabetic foot infections. This study aimed to estimate the extent to which patients with type-2-diabetes (T2D) intend to speak up for HCPs’ hand hygiene during inpatient foot treatment, test whether this motivation increases given the hospital would invite patients to speak up, and identify associations with socio-demographics, knowledge of hand hygiene requirements, and diabetes-related factors. A questionnaire-survey was conducted in eight diabetes outpatient centres in Lower Saxony/Germany. Intentions to speak up (without and with institutional encouragement) and knowledge about hand hygiene during foot-care were assessed. Analyses of variance were conducted, partly as repeated measures-models with intention-items as within-subject factor. N = 473 patients participated (response = 77.4%). N = 177 (41%) strongly intended to speak up. Institutional encouragement was associated with an increased rate of strong (54% vs. 41%; p < .001) and higher mean intention (M = 3.9 vs. 3.4 with vs. without encouragement [5-point-scales]; F(1, 434)?=?41.5, p < .001). In patients without diabetic foot syndrome, this effect was limited to those with at least medium school education (F(2, 292)?=?4.4, p = .013) and knowledge on HCPs’ hand hygiene (F(2, 294)?=?3.1, p = .047). In conclusion, a majority of T2D-patients in diabetes outpatient centres intend to speak for HCPs’ hand hygiene in inpatient foot treatment, and are receptive to institutional encouragement. However, this presupposes at least medium education and knowledge about hand hygiene, emphasizing that patient empowerment begins with knowledge.     

How social and non-social information influence classification decisions: A computational modelling approach

Social information such as observing others can improve performance in decision making. In particular, social information has been shown to be useful when finding the best solution on one’s own is difficult, costly, or dangerous. However, past research suggests that when making decisions people do not always consider other people’s behaviour when it is at odds with their own experiences. Furthermore, the cognitive processes guiding the integration of social information with individual experiences are still under debate. Here, we conducted two experiments to test whether information about other persons’ behaviour influenced people’s decisions in a classification task. Furthermore, we examined how social information is integrated with individual learning experiences by testing different computational models. Our results show that social information had a small but reliable influence on people’s classifications. The best computational model suggests that in categorization people first make up their own mind based on the non-social information, which is then updated by the social information.     

Cultural Interpretations of Global Information? Hindsight Bias after Reading Wikipedia Articles across Cultures

Summary: Hindsight bias is the mistaken belief that an outcome could have been foreseen once it is known. But what happens after learning about an event? Can reading biased media amplify hindsight distortions? And do people from different cultural backgrounds — with different cognitive thinking styles — draw equal conclusions from equal media reports? We report two studies with Wikipedia articles and samples from different cultures (Study 1: Germany, Singapore, USA, Vietnam, Japan, Sweden, N = 446; Study 2: USA, Vietnam, N = 144). Participants read one of two article versions (foresight and hindsight) about the Fukushima Nuclear Plant and estimated the likelihood, inevitability, and foreseeability of the nuclear disaster. Reading the hindsight article increased individuals' hindsight bias independently of analytic or holistic thinking style. Having excluded survey language as potential impact factor (Study 2), this result remains. Our findings extend prior research on hindsight bias by demonstrating the amplifying effect of additional (biased) information on hindsight bias. Copyright © 2017 John Wiley & Sons, Ltd.