Exhausted,mistreated, or indifferent? Explaining deviance from emotional display rules at work

This article explores different theoretical explanations for deviance from display rules (DDR), which occurs when employees consciously display emotions to customers that are unsanctioned by the organization. DDR is an important outcome in service organizations because it triggers strong negative reactions from customers, such as negative reputation and business losses. To better explain why DDR occurs, the author compared predictors drawn from organizational justice theory, conservation of resources theory and goal-setting theory in a comprehensive model to explore complementary and competing effects. The model was tested using hierarchical linear modelling with data from 1146 transactions performed by 51 service employees who participated in an experience sampling study over several weeks. Results demonstrated that emotional valence mediated the transaction-level relationship between customer interpersonal injustice and DDR. Similarly, negative emotions mediated the transaction-level relationship between mental exhaustion and DDR. However, person-level differences in goal commitment to organizational display rules had a buffering effect on the relationship between negative emotions and DDR. Overall, the results demonstrate that unfair treatment from customers and mental exhaustion can promote the expression of unsanctioned emotions to customers via negative emotional experiences, but employees who are committed to emotional labour goals are more resistant to engaging in DDR.     

Positive experiences in the parent–child relationship during the COVID-19 lockdown in Poland: The role of emotion regulation,empathy, parenting self-efficacy,and social support

Despite the impact of the COVID-19 outbreak being largely negative on parents and children, for some families, lockdown could also bring about some positive effects, for example, increased emotional closeness, and more time for joint activity. The aim of the current study was to investigate cross-sectionally the most important correlates of the positive experiences in the parent–child relationship among Polish mothers and fathers during the lockdown in the initial phase of the COVID-19 outbreak. In May 2020, 228 mothers and 231 fathers completed the Brief version of the Empathic Sensitivity Questionnaire, Difficulties in Emotion Regulation Scale Short Form, Social Support Scale, Parenting Self-Agency Measure, and Scale of Positive Experiences in Parent–Child Relationship during the COVID-19 lockdown. Our results showed that parenting self-efficacy and social support were the strongest correlates of positive experiences in the parent–child relationship in both mothers and fathers during the lockdown. Perspective-taking was positively related to the positive experiences in mothers, whereas personal distress was positively associated with the positive experiences in the parent–child relationship in fathers. Our results point to factors of potential importance in designing preventive and therapeutic interventions for mothers and fathers to enhance positive experiences in the parent–child relationship during the pandemic.