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 Devil's Tabernacle: The Pagan Oracles in Early Modern Thought,by Anthony Ossa-Richardson,Princeton: Princeton University Press, 2013, 342 pp. ISBN 978 0 691 15711 5, US$35.00 (hardback); ISBN 978 1 400 84659 7 (e-book)

In this article, I juxtapose Pentecostal churches with youth gangs, two popular barrio institutions that at first glance appear to be irreconcilable but when considered together evince organic parallels that reveal important insights into contemporary life in urban poverty. Reflecting on ethnographic data from the Dominican Republic and elsewhere, I argue that due to an analogous ritualization of everyday life – through rigorous rules and clearly defined consequences for breaking them – both Pentecostal churches and youth gangs, despite their ostensible differences, afford a unique kind of freedom in constraint, and by providing reliable spaces of predictability, control, and mastery, have become popular stages for managing the precariousness of barrio life in late modernity.     

情绪劳动的效应、影响因素及作用机制

情绪劳动是指员工遵照一定的组织规则, 在工作场所与顾客互动过程中进行的情绪调节。研究证明情绪劳动对组织情境中一系列结果变量影响显著, 既有积极影响也有消极影响, 作用对象包括施动者员工、受动者顾客和规则制定者组织。情绪劳动与结果变量的关系受多个员工、工作和顾客特征变量的影响。资源保存理论为情绪劳动的作用机制提供了一种有力的解释。即时、短期与长期效应的整合、指向内部顾客的情绪劳动以及组织氛围的影响是未来研究值得关注的方向。     

« Contexte évaluatif,règles d’équité et d’égalité. Une approche stratégique de la justice distributive. »

This article must be considered within the framework of research on distributive justice in the organisational context (Adams, 1965; Deutsch, 1975; Colquitt and Jackson, 2002). The aim is to propose an analysis from a political point of view of the orientation towards equity and equality rules. We take as a starting point the model of political decision in the organisational context by Murphy and Cleveland (1995). The political approach postulates that one cannot pertinently give an account of the managers’ decision modes without locating them in their daily context of human relations management, and their management strategy. We will examine the links between the context of immediate management and the managers’ choices for equity or equality. The results of two studies will be presented. They tend to legitimate the relevance of this approach.     

MORE ABOUT JUDGMENT AND REASON

Abstract: This paper is a response to Siegel 2004 . I take Siegel's remarks as a basis for clarifying, defending, and further developing my account of the role of judgment in a theory of rationality.     

The Logics of Discovery in Popper’s Evolutionary Epistemology

Popper is well known for rejecting a logic of discovery, but he is only justified in rejecting the same type of logic of discovery that is denied by consequentialism. His own account of hypothesis generation, based on a natural selection analogy, involves an error-eliminative logic of discovery and the differences he admits between biological and conceptual evolution suggest an error-corrective logic of discovery. These types of logics of discovery are based on principles of plausibility that are used in the generation as opposed to the preliminary evaluation of hypotheses. The normative relevance of these principles is grounded in the distinction between strategic and definitory rules.

On Reduction Rules,Meaning-as-use,and Proof-theoretic Semantics

The intention here is that of giving a formal underpinning to the idea of ‘meaning-is-use’ which, even if based on proofs, it is rather different from proof-theoretic semantics as in the Dummett–Prawitz tradition. Instead, it is based on the idea that the meaning of logical constants are given by the explanation of immediate consequences, which in formalistic terms means the effect of elimination rules on the result of introduction rules, i.e. the so-called reduction rules. For that we suggest an extension to the Curry– Howard interpretation which draws on the idea of labelled deduction, and brings back Frege’s device of variable-abstraction to operate on the labels (i.e., proof-terms) alongside formulas of predicate logic. Presented by Heinrich Wansing