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.     

Work–family conflict and coping strategies: Qualitative study of Muslim female academicians in Malaysia

This study seeks to explore the relationship between work demands related to causes of work–family conflict (WFC) and coping strategies among Muslim female academicians. Five interviews were conducted with five respondents. Two issues were discussed: primary sources of WFC and coping mechanisms for WFC. The participants included five Muslim female lecturers, aged 43–45 years. Most interviewees experienced conflict between work demand and family life. They believe that these conflicts were reasons for decline in productivity, higher rates of absenteeism, higher turnover, lower morale, lower job satisfaction, and lower family satisfaction. To manage WFC, three coping strategies were used by respondents.     

Religious leaders' perceptions of their emotional and psychological needs

This study investigates religious leaders' perceptions of their emotional and psychological needs using a qualitative Interpretative Phenomenological Analysis design consisting of semi-structured in-depth interviews. This study found that there are different factors contributing to becoming a religious leader; the participants are seeing their profession as a vocation, a job, a service, a calling but not as a career. Participants indicated having emotional problems but also having strong commitment to continue their work. Religious leaders are shown to have role conflicts and are not finding it easy to maintain their relationships. And participants used different coping strategies to overcome their emotional problems. This is the first study in psychology to explore in detail how religious leaders perceive their own emotional problems and interpret their own experiences, and as a result, a number of implications of the findings and recommendations for future research are discussed.     

Salutary effect of daily coping self-efficacy: impact on day-by-day coping to mood effects within dyads following hematopoietic stem cell transplantation

ABSTRACT

Background and Objectives: Little is known how coping self-efficacy (CSE) interacts with coping in dyad everyday life. The present study examined the moderating role of daily CSE in the relationship between coping and the next-day positive (PA) or negative (NA) affect in patient-caregiver dyads, following hematopoietic stem cell transplantation.

Design: This intensive longitudinal study was conducted during the first 28 days after post-transplant discharge.

Methods: Patients and their caregivers (N?=?200) maintained daily diaries on CSE, coping strategies, and affect.

Results: Daily CSE moderated daily coping–affect relationship: Positive emotion-focused coping increased PA in patients with higher than usual emotion-related CSE, whereas a buffering effect was found at lower than usual emotion-related CSE. A positive association between negative emotion-focused coping and NA in both patients and caregivers was stronger among those with lower than usual levels of emotion-related CSE. Higher than usual instrumental coping reduced NA in patients whose caregivers had higher than usual problem-related CSE, but increased NA for those whose caregivers had lower than usual instrumental CSE.

Conclusion: The findings show that daily CSE contributes to the effectiveness of daily coping within dyad, confirming its significance in effective adaptation and the role in the dyadic coping process.     

Memory for Movement Sequences in Gymnastics: Effects of Age and Skill Level

The authors studied the performances of 8- to 13-year-old skilled (n = 30) and less skilled (n = 30) gymnasts on a gymnastics routine recall task by examining the role of memorization strategies and imagery ability. Subjects had to reproduce 3 movement sequences presented on videotape. The number of trials needed to achieve correct recall, the strategies employed, and the subjects' imagery ability were analyzed. Recall performance improved with age and skill level. Movement labeling was the most prevalent strategy used; its frequency increased with age, although it did not lead to better recall performance. Performance was higher, however, among subjects with better imagery skills. The role of strategy development in the age-related improvement in memory performance was not clearly demonstrated. The effect of skill level is interpreted in terms of knowledge bases and kinesthetic movement encoding.     

Relationships of Cognitive and Metacognitive Learning Strategies to Mathematics Achievement in Four High-Performing East Asian Education Systems

The authors examined the relationships of cognitive (i.e., memorization and elaboration) and metacognitive learning strategies (i.e., control strategies) to mathematics achievement among 15-year-old students in 4 high-performing East Asian education systems: Shanghai-China, Hong Kong-China, Korea, and Singapore. In all 4 East Asian education systems, memorization strategies were negatively associated with mathematics achievement, whereas control strategies were positively associated with mathematics achievement. However, the association between elaboration strategies and mathematics achievement was a mixed bag. In Shanghai-China and Korea, elaboration strategies were not associated with mathematics achievement. In Hong Kong-China and Singapore, on the other hand, elaboration strategies were negatively associated with mathematics achievement. Implications of these findings are briefly discussed.     

Effects of Motivation on Young Children's Object Recall and Strategy Use

The study was designed to examine the effects of motivation on young children's recall for object names and early-emerging mnemonic activities. Seventy-two 4-year-old children were randomly assigned to 1 of 3 instructional conditions: incidental, intentional, or motivational. Each child was shown 10 small toy objects and provided a 90 s study period prior to recall. The children's mnemonic behaviors were videotaped for subsequent coding. The children in the incidental condition were instructed to simply look at the toys while children in the intentional and motivational condition were given explicit instructions to remember. The motivational group was also told that they could keep whichever toys they remembered. A recognition memory task was employed to examine the extent to which the stimuli were encoded during the study period. The children's recall memory did not vary as a function of instructional condition. Children's use of singular versus multiple strategies was calculated, along with a weighted summary score giving most weight to the participant's use of mature mnemonic strategies. Significant differences in strategy use were found, favoring the motivational condition. Significant positive correlations were found between the weighted summary scores and object recall, and the teacher ratings of mastery motivation and object recall. Mastery motivation was found to be unrelated to the strategic summary scores, failing to mediate strategic behaviors. The results suggest that when providing incentives to remember, children apparently engaged in more effortful mnemonic processing in order to remember the items, even though a greater number of items were not recalled.     

Gender-Specific Movement Strategies Using a Computer-Pointing Task

Females typically demonstrate a movement time advantage for tasks requiring high levels of manual dexterity, whereas males are notably better at targeting activities. According to D. Kimura (2000), the hunter-gatherer hypothesis primarily accounts for those performance advantages; that dichotomy fails, however, when one makes movement outcome predictions for tasks that are not clearly fine-motor or interceptive in nature. Investigators have recently proposed that time constraints (M. Peters, 2005) and gender-specific response style differences (M. Peters & P. Campagnaro, 1996; L. E. Rohr, 2006) affect motor performance. Here, the author used a computer-pointing task measuring both movement error and movement time in 16 participants to further investigate response style differences. Kinematic and linear regression analyses between resultant error and both movement time and task difficulty reinforced the notion that gender-specific movement biases emphasize speed and accuracy, respectively, for men and women.     

Psychotherapy with children in refugee families who have survived torture: Containment and understanding of repetitive behaviour and play

Children of refugee families who have survived torture often have emotional, psychosomatic and behavioural problems as well as problems with learning. In order to understand the difficulties of these children, we have to recognize the complicated interaction of cumulative traumatic strain and recurring exposure to shocking violence. The traumatic experiences of the child in the country of origin take place in the broader context of chronic danger and persecution, often to be followed in the country of exile both by recurrent family strain and social estrangement. In the transference this complicated mixture of repeated trauma and chronic strain may show as a pervasive tendency to retreat to defensive survival strategies combined with continual repetition of more specific traces of the impact of the trauma on the individual. This paper focuses on how the enacted survival strategies can be contained and understood in the transference. In due course the compulsive repetition can be given meaning as a precondition for better integration through symbolic thought and self-understanding.     

Using Community Surveys to Inform the Planning and Implementation of Environmental Change Strategies: Participatory Research in 12 Washington Communities

A number of studies have demonstrated the efficacy of environmental change strategies (ECS) in effecting community-level change on attitudes and behaviors related to underage drinking (Treno and Lee in Alcohol Res Health 26:35–40, 2002; Birckmayer et al. in J Drug Educ 34(2):121–153, 2004). Primary data collection to inform the design of these strategies, however, can be resource intensive and exceed the capacity of community stakeholders. This study describes the participatory planning and implementation of community-level surveys in 12 diverse communities in the state of Washington. These surveys were conducted through collaborations among community volunteers and evaluation experts assigned to each community. The surveys were driven by communities’ prevention planning needs and interests; constructed from collections of existing, field-tested items and scales; implemented by community members; analyzed by evaluation staff; and used in the design of ECS by community-level leaders and prevention practitioners. The communities varied in the content of their surveys, in their sampling approaches and in their data collection methods. Although these surveys were not conducted using traditional rigorous population survey methodology, they were done within limited resources, and the participatory nature of these activities strengthened the communities’ commitment to using their results in the planning of their environmental change strategies.