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Managing Difficult Customer Interactions: The Effects of Activated Self-Construal on Emotion Regulation
Başlık:
Managing Difficult Customer Interactions: The Effects of Activated Self-Construal on Emotion Regulation
Yazar:
Seaton, Gina, author.
ISBN:
9780438097148
Yazar Ek Girişi:
Fiziksel Tanımlama:
1 electronic resource (246 pages)
Genel Not:
Source: Dissertation Abstracts International, Volume: 79-11(E), Section: B.
Advisors: James Diefendorff Committee members: Dennis Doverspike; Joelle Elicker; Maria Hamdani; Paul Levy.
Özet:
Current theories of emotion regulation at work recognize that regulation is a goal directed, dynamic, self-regulatory process that spans the duration of the customer service interaction (e.g., Diefendorff & Gosserand, 2003). Despite notable growth in the field and well-developed theory, very little is known about how affect and emotion regulation unfold spontaneously over the course of a customer service interaction. The current study sheds light on these processes by investigating two substantive questions, each of which is a new contribution to the emotion regulation at work literature. The first question assesses affect and emotion regulation (suppression and reappraisal) that occurs in response to specific, negative customer behaviors (micro-events) embedded in the interaction. The second question considers how activated individual identities (self-construal) influence emotions and emotion regulation. Through a call center simulation in which self-construal (interdependent versus independent) was experimentally manipulated via a priming task, participants received calls from difficult customers. Continuously measured affect and emotion regulation were recorded in response to two quantitatively different negative micro-events (uncivil and hostile) embedded in the interaction. Changes in affect and emotion regulation were examined by comparing pre- and post-event periods and by using a discontinuous growth curve analysis approach. Results indicate modest benefits of activating an interdependent self-construal with regard to emotion regulation, but not affect. Micro-event order emerged as an important influence of both affect and emotion regulation. Implications for the advancement of theory and practical use of findings are discussed.
Notlar:
School code: 0003
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Yer Numarası | Demirbaş Numarası | Shelf Location | Lokasyon / Statüsü / İade Tarihi |
---|---|---|---|
XX(696386.1) | 696386-1001 | Proquest E-Tez Koleksiyonu | Arıyor... |
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