Forecasting the influence of customer-related micro-events on employees’ emotional,attitudinal and physiological responses

The affective events theory proposes that daily events elicit affective reactions on workers that, over time, influence affective and judgement-driven behaviours. It also suggests that this relation is moderated by dispositions and appraisals. On the other hand, the social interaction model argues that the impact of emotions is moderated by how individuals regulate them. This study aimed to: (1) investigate what customer-related events elicit affect; (2) test the moderating role of workers’ susceptibility for emotional contagion on the relation events-affect; and (3) explore whether affective states influence cardiovascular efficiency and turnover intentions. We conducted a longitudinal study in an inbound call centre by following 48 workers during 10 working days, gathering 267 events and 1,232 affective reactions. We combined diaries, questionnaires and physiological data. Data was analysed qualitatively and quantitatively. We extracted 13 event categories and, using artificial neural networks (ANN), found support for the moderating role of emotional contagion. At daily level, fear was the stronger predictor of cardiovascular efficiency, whereas anger was the stronger predictor of turnover. ANN models showed satisfactory predictive values (R²_Turnover = .51, p < .01; R²_{Cardiovascular efficiency} = .32, p < .01). The importance of results for theory and practice is discussed.     

Work-anxiety-coping intervention improves work-coping perception while a recreational intervention leads to deterioration: Results from a randomized controlled trial

Work-anxieties are costly and need early intervention. The perception of being able to cope with work is a basic requirement for work ability. This randomized controlled trial investigates whether a cognitive behavioural, work-anxiety-coping group (WAG) intervention leads to better work-coping perception than an unspecific recreational group (RG). Heterogeneous people in medical rehabilitation, who were due to return to work, were interviewed concerning their work-anxieties, and either randomly assigned to a WAG (n = 85) or a RG (n = 95). The participants (with an average of 50 years old [range 23–64]; 51% women; 70% workers or employees, 25% academics, 5% unskilled) followed the group intervention for four or six sessions. The perceived work-coping was assessed by self-rating (Inventory for Job-Coping and Return Intention JoCoRi) after each group session. Although participants had a slight temporary decrease in work-coping after group session two (from M₁ = 2.47 to M₂ = 2.28, d_Cohen = ?.22), the WAG led to the improvement of perceived work-coping over the intervention course (from M₁ = 2.47 to M₆ = 2.65, d_Cohen = .18). In contrast, participants from the RG reported lower work-coping after six group sessions (from M₁ = 2.26 to M₆ = 2.02, d_Cohen = ?.18). It is considered that people with work-anxieties need training in work-coping. By focusing on recreation only, this may lead to deterioration of work-coping. Indeed, intervention designers should be aware of temporary deterioration (side effects) when confronting participants with work-coping.     

Make it to work (and back home) safely: the effect of psychological work stressors on employee behaviour while commuting by car

Despite empirical data suggesting that commuting accidents are a major problem worldwide, research on employee behaviour while commuting by car is scant. In particular, our understanding of the antecedents of unsafe commuting behaviour is limited mainly to demographic variables and work-related physical stressors. Our study addressed this lacuna by investigating the association between work-related psychological stressors and unsafe commuting behaviour. In addition, we developed and validated a scale for measuring commuting norms and considered the permissiveness of these norms as a mediator in the stressor-commuting behaviour association. The results, based on data collected from 216 employees in a large manufacturing plant at 2 points in time, indicated that abusive supervision and work–family conflict were both positively related to unsafe commuting behaviour, and that the permissiveness of commuting norms partially mediated these relationships. The potential role of work organizations in educating employees about commuting behaviour and driving safety is discussed.     

Better understanding the perceptions of organizational politics: its impact under different types of work unit structure

Research has uncovered inconsistent results regarding the influence of the perceptions of organizational politics (POP) on employee job performance, suggesting the existence of boundary conditions for such an influence. Drawing from uncertainty management theory, we investigated the interaction effect of POP and work unit structure on job performance, and examined the mediating role of taking charge. We tested the theoretical model with data gathered across three phases over 6 months from 577 individuals and their supervisors in 133 work units. Results showed that when the unit operated an organic structure, POP was significantly negatively related to job performance. In contrast, results demonstrated that when the unit operated a mechanistic structure, POP was significantly positively related to job performance. Furthermore, the results of the mediated moderation analysis revealed that POP was negatively associated with job performance through taking charge in an organic structure, and the indirect effect disappeared in a mechanistic structure.     

The buffering role of sportsmanship on the effects of daily negative events

Affective events theory (AET) argues that everyday negative events are likely to lower both daily work engagement and momentary positive affect. These problems can then persist on subsequent days. However, AET also argues that individual strategies can diminish the ill effects of negative events. We explicitly focused on good sportsmanship or abstaining from unnecessary complaints and criticism as a possible moderator of the effects of daily negative work events on daily work engagement and positive affect. We tested this possibility with a 3-day diary study among 112 employees. As expected, we found that daily negative events lowered daily engagement and momentary positive affect for two consecutive days. However, this effect only held on days that people exhibited low sportsmanship. For days that people exhibited high sportsmanship, there were no significant effects. Creating a resource rich work environment that enhances individuals’ sportsmanship behaviour can help to minimize the unfavourable impact of daily negative events.     

Reporting daily and critical events: journalists’ perceptions of coping and savouring strategies,and of organizational support

Although journalists are increasingly being viewed by scientific research as an at-risk occupational group, there is still little knowledge on their strategies for dealing with occupational stressors, in both daily work settings and in critical scenarios, and on the support provided by the media organizations. Taking the occupational stress model as a framework, 25 Portuguese journalists, experienced in reporting critical events, were interviewed on their perceptions of the coping and savouring strategies they use, as well as of their organizations’ support in daily work and critical events. Differences among these variables, according to deployment frequency to critical events were statistically analysed. The data content analysis showed that emotion-focused coping strategies were the most frequently mentioned for both settings, whereas savouring strategies were only referred to for critical events. Perceptions of coping strategies were four times more frequent than those of savouring, and the need for organizational support was especially stressed. Significant differences were identified in all variables according to the number of deployments to critical events. These findings may contribute to a reflection on the role of media organizations in promoting journalists’ occupational health in both settings. The article closes by suggesting directions for future studies.     

Unexpected death,religious coping and conjugal bereavement outcomes in Africa (Togo)

This pioneering study in sub-Saharan African context examined the role played by religious strategies (religious coping, religious community support (RCS)) in the conjugal bereavement process and its outcomes depending on the expected or unexpected death. Based on cross-sectional approach, the study targeted Togolese bereaved spouses (N?=?162). The mean period of mourning was 112.52 months (SD?=?94.72). The results of a hierarchical regression revealed that RCS was positively associated with grief symptoms when the death was expected and, unsurprisingly, the negative religious coping predicted grief symptoms when the death was sudden and unexpected. Religious strategies would play a threefold role: providing refuge and comfort, regulating the bereavement distress and serving resources to give meaning to the loss of the beloved. Theoretical and clinical implications of these findings are discussed.     

Développement des collectifs de travail et développement de la sécurité : une étude sur les décisions à risque en anesthésie

This article highlights the collective dimensions of risk management for patients before an anesthesia. After a phase of observation of real activity, interviews were conducted with 20 anesthetists from two French hospitals. The analysis reveals interindividual diversity in practices. This diversity is explained by the inclusion, in decisions, of knowledge about “distributed” skills in the team and about local “shared practice”. The results establish a link between the site where the anesthetists are working and the choice of an anesthetic technique. They also show that the positioning of anesthetist vis-à-vis the “shared practice” is significantly related to their seniority in the profession. These results open perspectives for research and intervention for the joint development of collective work and safety.     

Leadership transformationnel du superviseur et solitude professionnelle des employés

Based on the multifactor leadership theory (Bass, 1985), the study aims at testing the relationship between dimensions of transformational leadership (charisma, intellectual stimulation, individualized consideration, contingent reward, management-by-exception, laisser-faire) and employees’ loneliness. Participants were 288 adults employed across several organizations. A path analysis with structural equation modeling was performed to test the relationship between dimensions of leadership and loneliness. All relationships were significant except between charisma and loneliness. The results tend to shed light on the importance of transformational leadership in explaining loneliness at work.     

Relation numérique et travail de care : construction et entretien d’un collectif dans le cadre du portage salarial

Work relations are changing due to development of employment new forms and digital interactions. The French “portage salarial” status crystallizes these two forms of evolution, that staff and freelance employees “carried” coexist in the same organization and whose interactions are mediated. This article presents a qualitative and inductive research, conducted with grounded theory on a “portage” company's permanent employees. The results show that care work done by the company staff for the “portés” workers, not digitally mediated, can overcome the business relationship and produce a collective work. Subsequent interactions, digitally mediated, maintain this collective work.