Customer response toward employees’ emotional labor in service industry settings

In the current study, we develop and test a moderated mediation model that explores the mechanisms that underlie the influence of employees' emotional labor on customer loyalty by considering affective reactions and cognitive appraisals simultaneously and illustrating moderating factors that alter their effectiveness. A sample of 259 individuals from across the United States over 20 years old were recruited on Amazon's Mechanical Turk to participate in the survey. Our emotions as social information based model clarifies the distinct roles of customers' detection of employees' deep acting and surface acting in influencing customers' affective reactions and cognitive appraisals. The current research also reveals that impact of customers' detection of employees' emotional labor on customer outcomes varies as a function of the employees' nonverbal communication.     

Environmental Sustainability assessment 2.0: The value of social media data for determining the emotional responses of people to river pollution—A case study of Weibo (Chinese Twitter)

Urban river pollution has brought about serious challenges to residents in terms of bodily health and emotional well-being. Based on a social media platform, Chinese Twitter (Weibo), this paper proposes a research framework to investigate the emotional responses of people according to four dimensions: trends, seasons, space and dynamics (TSSD). This study presents several important findings. First, negative responses were much more common than positive ones across all seasons, 22.8% and 9.2%, respectively, which means that river pollution adversely affects residents' well-being in general. Second, negative responses are likely related to local garbage piles, landslides, heavy rains, traffic jams, and demolition, while positive reactions are likely related to beautiful weather or spending time with family members. Third, summer and winter are more likely to induce negative emotions than spring and autumn, with the negative index of summer or winter approaching 80%. This study confirmed that social media data are of great value in measuring the behaviors and emotional responses of humans to their surrounding environment.     

Stranger-danger? Understanding the moderating effects of children in the household on non-hosting residents' emotional solidarity with Airbnb visitors,feeling safe,and support for Airbnb

Airbnb has been portrayed as making neighborhoods significantly less safe where hosts are operating. However, the evidence has been mainly anecdotal. The present study developed a model of non-hosting residents' emotional solidarity with Airbnb visitors, their sense of feeling safe, and support for Airbnb hosts. Results indicated that non-hosting residents who had higher emotional solidarity with Airbnb visitors were more supportive of Airbnb hosts. Also, economic benefits and place attachment were significant antecedents to emotional solidarity. Considering the protection motivation theory, results of group modeling indicated the sense of feeling safe was an important factor for non-hosting residents with children living in their household, attributed to parental fear of visitors around children (i.e., “stranger danger”). The sense of feeling safe was a significant mediating factor influencing support for Airbnb hosts in the non-hosting residents group with children living in their households.     

Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life

This research examines the effects of customer incivility and manager procedural and emotional support on employee psychological well-being (PWB) and work quality-of-life (WQOL). Study 1 uses the qualitative critical incident technique to content analyze employee perceptions, finding that incivility affects employee PWB and WQOL. Based on the results of Study 1, a conceptual model examines a 2 (procedural support: high vs. low) × 2 (emotional support: high vs. low) between-subjects experimental design in both a hospitality and general service context. Results from Study 2 and 3 find that managerial procedural and emotional support significantly affect employee’s PWB and WQOL. There is also a significant interaction effect of emotional and procedural support on PWB and WQOL. The research builds upon the incivility, managerial support, psychological well-being, and quality-of-life research as well as provides important managerial implications for actions service firms can take to minimize the negative effects.     

Customer showrooming behavior,customer orientation,and emotional labor: Sales control as a moderator

Despite the popularity of customer showrooming behavior (CSB), few studies have investigated how this phenomenon affects salespeople's sales behavior. To answer this research call, we explored the effect of CSB on customer orientation (CO), as they are associated with emotional labor (EL) and perceived sales control as a moderator. We gathered data from 397 salespeople in South Korean department stores. Our study showed that CSB affected deep acting negatively by reducing CO. Perceived outcome-based sales control enhances CSB's negative impact on CO. Nevertheless, perceived behavior-based sales control does not moderate the relationship between CSB and CO. Our results indicate that supervising salespeople using outcome-based control only worsens the effect of CSB on salespeople who combat CSB.     

The negative effects of travel friction among road warrior salespeople

Dubbed as road warriors in the popular press, there is a select group of business traveling dealmakers that take at least four trips by commercial airline and stay in hotels at least thirty-five nights in a given year. These high value employees have often been subjected to cost-focused travel policies potentially to the detriment of their well-being. From a theoretical viewpoint, the boundaries of the existing sales literature are expanded to show how this unique group of salespeople, road warriors, face stressors and how these relate to major sales focused outcomes (job satisfaction, organizational commitment, and turnover intentions). Further, this study adds an additional construct, travel friction, into the literature, yielding support for the importance of developing our understanding of this construct. Travel friction is found as a significant antecedent to both work-family conflict and emotional exhaustion. Moreover, through emotional exhaustion both travel friction and work-family conflict ultimately manifest in reduced job satisfaction, diminished organizational commitment, and increased attrition risk. The lack of business travel in the short-term due to the global pandemic offers corporate travel managers a unique opportunity to pause and recalibrate their travel policies to focus more on traveler well-being. Practical suggestions from travel experts that can potentially help to mitigate travel friction among road warriors are offered.     

环境动态性与竞争性对双元创新协同性的影响：资源拼凑的中介作用与组织情绪能力的调节作用

基于资源基础理论、二元组织理论和情绪社会建构理论，构建环境动态性、环境竞争性、资源拼凑、组织情绪能力与双元创新协同性之间关系的理论模型，并利用299家样本企业对模型进行实证检验。结果表明，环境动态性与双元创新平衡性、互补性、协同性正相关；环境竞争性与双元创新平衡性、互补性、协同性正相关；资源拼凑在环境动态性与双元创新平衡性、互补性、协同性之间起完全或部分中介作用，在环境竞争性与双元创新平衡性、互补性、协同性之间起部分中介作用；组织情绪能力负向调节资源拼凑与双元创新平衡性、协同性之间的关系。     

基于创新失败情境的情绪智力结构关系研究

基于情绪事件理论，利用收集的298份正式调研样本进行实证分析，探究创新失败情境下情绪智力的内部结构关系。结果发现：①在创新失败情境下，情绪智力4个维度在发挥作用时存在先后次序；②自我和他人情绪评价、情绪控制对失败学习存在显著正向影响；③情绪控制在两种情绪评价与失败学习关系中起中介作用；④与自我情绪评价相比，他人情绪评价对失败学习的作用效果更佳。研究结论有助于廓清创新失败情境下情绪智力结构，明晰情绪智力4个维度间的内部关系，打破以往学者对情绪智力这一构念的固化认知，同时也为中国企业创新失败后的情绪管理实践提供参考。     

银行柜员情绪表现规则对情绪劳动影响的实证研究

银行柜员情绪表现规则和情绪劳动的实证表明:表达积极情绪的表现规则对浅层行为、深层行为具有正向影响;抑制消极情绪的表现规则对浅层行为具有正向影响,对深层行为具有负向影响,深层行为和表达积极情绪的表现规则相关性较高,浅层行为和抑制消极情绪的表现规则相关性较高。     

放松训练对术前患者心身状况的影响

目的探讨放松训练对术前患者心身状况的影响。方法将400例我科择期手术患者随机分为观察组和对照组各200例。两组患者均行术前健康教育,观察组在此基础上行放松训练,即采用深吸静息式全身肌肉放松的方法进行训练。两组患者均于确定手术治疗后的当天至手术前1d,术前晚及术日晨评定其焦虑、紧张、恐惧、抑郁、失眠多梦等情绪反映,测定其呼吸、血压、心率等生命体征。结果在焦虑、紧张、抑郁、恐惧、失眠多梦、呼吸、血压、心率等方面,观察组与对照组比较,差异有显著性意义（均P〈0.05）。结论放松训练能使术前患者情绪稳定,呼吸、血压、心率等生命体征平稳。