Customer negative events and employee service sabotage: The roles of employee hostility,personality and group affective tone

Abstract

In the service industries, customer negative events towards a service provider, such as unreasonable demands or low-quality interpersonal treatment, might trigger service sabotage behaviours by the employee in response. Mitigating the problems associated with customer negative events is therefore an important issue for both practitioners and researchers. In the present study, we incorporate the perspectives of affective events theory into our research framework to clarify the mechanisms and boundary conditions of the customer negative event–service sabotage relationship in the context of face-to-face service. Specifically, we theorize and examine whether customer negative events lead to employee service sabotage through emotional reactions of the service worker (i.e. state hostility) and whether their personality traits (i.e. extraversion and neuroticism) and the work unit context (i.e. group affective tone) moderate this process. The sample was composed of 195 hairstylists and 61 managers from 61 hair salons in Taiwan. The results of hierarchical linear modelling showed that hairstylists' state hostility mediated the negative event–sabotage relationship. In addition, hairstylists' neuroticism and the affective tone of the unit moderated the relationship between negative events and state hostility, which in turn predicted service sabotage. The theoretical and practical implications of the findings are also discussed.     

How,When, and Why Bad Apples Spoil the Barrel: Negative Group Members and Dysfunctional Groups

This paper presents a review and integrative model of how, when, and why the behaviors of one negative group member can have powerful, detrimental influence on teammates and groups. We define the negative group member as someone who persistently exhibits one or more of the following behaviors: withholding effort from the group, expressing negative affect, or violating important interpersonal norms. We then detail how these behaviors elicit psychological states in teammates (e.g. perceptions of inequity, negative feelings, reduced trust), how those psychological states lead to defensive behavioral reactions (e.g. outbursts, mood maintenance, withdrawal), and finally, how these various manifestations of defensiveness influence important group processes and dynamics (e.g. cooperation, creativity). Key mechanisms and moderators are discussed as well as actions that might reduce the impact of the bad apple. Implications for both practice and research are discussed.     

When feelings obscure reason: The impact of leaders' explicit and emotional knowledge transfer on shareholder reactions

Emotions are an area of research commanding increasing scholarly attention in the field of leadership; yet, a focus on the cognitive processing of leaders has potentially obscured the impact that their emotions can have on shareholder reactions. Accordingly, this study contributes to extant theory by introducing the concept of emotional knowledge transfer, i.e., the emotional signals used for transmission and receipt of knowledge. Testable hypotheses are derived that explore the relationship between leader emotional and explicit knowledge transfer and shareholder reactions. A short-term event study is conducted across a sample of recorded CEO interviews and analyzed using random-effects regressions. Findings indicate that leaders' explicit and emotional knowledge transfer impact shareholder reactions negatively, and that leaders try to align emotional knowledge transfer with the explicit message they intend to convey.     

Consumer response to car fronts: eliciting biological preparedness with product design

Building on assumptions derived from evolutionary theory, we investigated viewers’ reactions to the design of car fronts (i.e., an automobile’s face), which were designed to be threatening using basic principles of anthropomorphism. Previous research suggests two opposite human reactions when presented with threatening stimuli: Initially, threatening objects attract human attention (e.g., when exploring a scene for the first time), but afterwards, people tend to avoid such threatening stimuli (as they are likely to induce discomfort in the viewer). This proposition is tested within a product design context using eye tracking methodology. Results showed that automotive stimuli not only activate affective dimensions of customers, but also lead to specific automatic reactions that can be explained by evolutionary theory. Practical implications for product design and marketing are discussed.     

An emotion-based model of risk perception and stigma susceptibility: cognitive appraisals of emotion, affective reactivity, worldviews, and risk perceptions in the generation of technological stigma.

A study (N=198) was conducted to examine hypotheses derived from an emotion-based model of stigma responses to radiation sources. A model of stigma susceptibility is proposed in which affective reactions and cognitive worldviews activate predispositions to appraise and experience events in systematic ways that result in the generation of negative emotion, risk perceptions, and stigma responses. Results of structural equation modeling supported the hypotheses. Radiation sources that scored higher on a measure of stigma were included in the analyses (i.e., nuclear power plants, radioactive waste from nuclear power plants, radiation from nuclear weapons testing). Individual differences in negative reactivity and worldviews were associated with the strength of emotional appraisals that were associated, in turn, with negative emotion toward stigmatized radiation sources. As hypothesized, the model fit better with perceived risk as a function of negative emotion rather than vice versa. Finally, a measure of stigma was associated with negative emotion and, to a lesser extent, with risk perceptions. Risk communication about stigmatized objects may benefit from a more complete understanding of how affective and emotional reactions are constructed and the routes through which they affect responses and behaviors.     

Sources of occupational stress in the police

This paper describes an empirical study (n = 954) of occupational stress conducted in a large provincial English police force. Conceptual distinctions were made between stressors, i.e., potential external sources of adverse reactions; felt stress, i.e., self-perceived negative impact; and distress, i.e., self-reported symptoms of anxiety, depression, social dysfunction, and somatic disturbance. Findings indicates that overall exposure rates are highest for organizational and management stressors rather than routine operational duties. Differential rates of exposure, felt stress, and distress are reported for different ranks of officers. The paper confirms the nature of postulated sources of police stress from earlier studies and extends analysis to differentiate between exposure to stressors and experience of distress.     

Public Response to a Near‐Miss Nuclear Accident Scenario Varying in Causal Attributions and Outcome Uncertainty

Many studies have investigated public reactions to nuclear accidents. However, few studies focused on more common events when a serious accident could have happened but did not. This study evaluated public response (emotional, cognitive, and behavioral) over three phases of a near‐miss nuclear accident. Simulating a loss‐of‐coolant accident (LOCA) scenario, we manipulated (1) attribution for the initial cause of the incident (software failure vs. cyber terrorist attack vs. earthquake), (2) attribution for halting the incident (fail‐safe system design vs. an intervention by an individual expert vs. a chance coincidence), and (3) level of uncertainty (certain vs. uncertain) about risk of a future radiation leak after the LOCA is halted. A total of 773 respondents were sampled using a 3 × 3 × 2 between‐subjects design. Results from both MANCOVA and structural equation modeling (SEM) indicate that respondents experienced more negative affect, perceived more risk, and expressed more avoidance behavioral intention when the near‐miss event was initiated by an external attributed source (e.g., earthquake) compared to an internally attributed source (e.g., software failure). Similarly, respondents also indicated greater negative affect, perceived risk, and avoidance behavioral intentions when the future impact of the near‐miss incident on people and the environment remained uncertain. Results from SEM analyses also suggested that negative affect predicted risk perception, and both predicted avoidance behavior. Affect, risk perception, and avoidance behavior demonstrated high stability (i.e., reliability) from one phase to the next.     

Assessing the Effects of Information About Global Population Growth on Risk Perceptions and Support for Mitigation and Prevention Strategies

The human population is forecast to increase by 3–4 billion people during this century and many scientists have expressed concerns that this could increase the likelihood of certain adverse events (e.g., climate change and resource shortages). Recent research shows that these concerns are mirrored in public risk perceptions and that these perceptions correlate with a willingness to adopt mitigation behaviors (e.g., reduce resource consumption) and preventative actions (e.g., support actions to limit growth). However, little research has assessed the factors that influence risk perceptions of global population growth (GPG). To contribute to this important goal, this article presents three studies that examined how risk perceptions of GPG might be influenced by textual‐visual representations (like those in media and Internet articles) of the potential effects of GPG. Study 1 found that a textual narrative that highlighted the potential negative (cf. positive) consequences of GPG led to higher perceived risk and greater willingness to adopt mitigation behaviors, but not to support preventative actions. Notably, the influence of the narratives on perceived risk was largely moderated by the participant's prior knowledge and perceptions of GPG. Contrary to expectations, studies 2 and 3 revealed, respectively, that photographs depicting GPG‐related imagery and graphs depicting GPG rates had no significant effect on the perceived risk of GPG or the willingness to embrace mitigation or preventative actions. However, study 3 found that individuals with higher “graph literacy” perceived GPG as a higher risk and were more willing to adopt mitigation behaviors and support preventative actions.     

Absenteeism, turnover intention and inequity in the employment relationship

In this field study a preliminary social exchange model was proposed that related perceived inequity in the employment relationship to subsequent absenteeism and turnover intention. From an equity perspective, it was hypothesized that absenteeism and turnover intention are indirectly related to perceived inequity in the exchange relationship with the organization, mediated by feelings of resentment and poor organizational commitment. By employing covariance structure modelling, the model was tested among mental health care professionals (N = 90). The results demonstrated that the relationship between perceived inequity and turnover intention was fully mediated by poor organizational commitment, which was, in turn, partially triggered by feelings of resentment that were associated with perceived inequity. In contrast, there was a strong direct link between inequity in the employment relationship and absenteeism, not mediated by resentment and poor organizational commitment. It was concluded that absenteeism and turnover intention can both be considered to be withdrawal reactions to perceived inequity, but that the two reactions differ in their underlying dynamics. The implications of these findings were discussed.     

The More Who Die,the Less We Care: Evidence from Natural Language Analysis of Online News Articles and Social Media Posts

Considerable amount of laboratory and survey‐based research finds that people show disproportional compassionate and affective response to the scope of human mortality risk. According to research on “psychic numbing,” it is often the case that the more who die, the less we care. In the present article, we examine the extent of this phenomenon in verbal behavior, using large corpora of natural language to quantify the affective reactions to loss of life. We analyze valence, arousal, and specific emotional content of over 100,000 mentions of death in news articles and social media posts, and find that language shows an increase in valence (i.e., decreased negative affect) and a decrease in arousal when describing mortality of larger numbers of people. These patterns are most clearly reflected in specific emotions of joy and (in a reverse fashion) of fear and anger. Our results showcase a novel methodology for studying affective decision making, and highlight the robustness and real‐world relevance of psychic numbing. They also offer new insights regarding the psychological underpinnings of psychic numbing, as well as possible interventions for reducing psychic numbing and overcoming social and psychological barriers to action in the face of the world's most serious threats.     

The Effects of Expectation Disconfirmation on Appraisal,Affect, and Behavioral Intentions

People's risk perceptions can have powerful effects on their outcomes, yet little is known about how people respond to risk information that disconfirms a prior expectation. We experimentally examined the affective, cognitive, and behavioral consequences of expectation disconfirmation in the context of risk perceptions. Participants were randomly assigned and then prompted toward either a high or low personal risk estimate regarding a fictitious health threat. All participants then received the same risk feedback, which presented either a negative disconfirmation experience (i.e., worse than expected) in the high‐risk estimate condition or a positive disconfirmation experience (i.e., better than expected) in the low‐risk estimate condition. Participants who experienced the negative disconfirmation reported stronger intentions to prevent the threat in the future compared to participants who experienced the positive disconfirmation. This effect was mediated by both disappointment about the risk feedback and perceptions of the severity of the threat. These findings have implications for risk communication, suggesting that the provision of objective risk information may improve or diminish the likelihood of behavior change depending on people's initial expectations and their emotional and cognitive reactions to the information.     

A pilot study of the contribution of empathy to burnout in Salvation Army Officers

Although empathy has been found to distinguish effective counsellors from less effective counsellors, human services professionals who continually experience negative emotional reactions to the feelings that clients express in counselling may be at risk of developing burnout. This study examined the hypothesis that emotional empathy rather than cognitive empathy is associated with burnout. The sample of human services professionals consisted of 71 Salvation Army Officers. Multiple regression was used to investigate whether the dimensions of empathy could predict three aspects of burnout: personal accomplishment, emotional exhaustion and depersonalization. The first regression analysis indicated that personal distress and empathic concern were significant predictor of personal accomplishment. The second analysis indicated that personal distress was a significant predictor of emotional exhaustion. The third indicated that empathic concern was a significant predictor of depersonalization. Although these results support the hypothesis, personal distress was negatively associated with personal accomplishment, whereas empathic concern was positively associated with personal accomplishment. The small size of the sample may have influenced the reliability of the findings. A multidimensional approach to the role of empathy in counselling may help human services professionals to manage their emotional reactions when they engage in counselling with distressed clients.     

The Effects of Precautionary Messages about Electromagnetic Fields from Mobile Phones and Base Stations Revisited: The Role of Recipient Characteristics

Precautionary messages have been shown to increase recipients’ threat perceptions about radio‐frequency electromagnetic fields (RF‐EMFs) emitted by mobile phones and mobile phone base stations. The current study explored the interplay of variables on the side of message recipients with this effect. The individual difference variables of interest were gender, trait anxiety, personal need for structure, and personal fear of invalidity. Furthermore, the study determined whether the increased threat perception is accompanied by emotional distress. A total of 298 university students answered a survey after reading either a basic text about RF‐EMFs or a text including precautionary information. Linear multiple regression with interactions analyses showed that the effect of precautionary messages differed for people with different levels of trait anxiety. How trait anxiety was related to the effect of precautionary messages in turn depended on participants’ gender. Personal need for structure and personal fear of invalidity were mostly unrelated to the effect of precautionary messages. Regarding participants’ emotional distress, we found no difference in state anxiety scores between those participants who received precautionary information and those who did not. The findings show that the effects of precautionary messages on threat perception depend on individual difference variables such as recipients’ trait anxiety and gender. Also, the fact that precautionary communication did not result in heightened state anxiety challenges the assumption that precautionary messages induce fear or anxiety.     

The measurement of emotional reactions to work: Conceptual, methodological and research issues

This paper offers an overview of the literature on the measurement of emotional reactions to work. The paper opens with discussion of the meaning, definition and assessment of the terms 'work', 'emotion', and 'health/well-being' and then proposes that an understanding of the complex relationships among these variables should proceed through the use of ecological and interactional models. It is noted that, although there is still some controversy regarding the relationships between emotions, health and well-being, there is a growing recognition of the fact that emotions are closely related to the origins and exacerbation of disease and the promotion of health and well-being. Also, as an important context for human activity and development, the workplace can be both a direct and indirect source of negative emotions that are associated with severe stress, especially if certain workplace characteristics (e.g. quantitative and qualitative overload, poor control, low wages and poor social supports) are present. The paper summarizes some of the critical issues in the measurement of emotional reactions to work, including gender, age and culture, and lists some of the many instruments for this measurement. Lastly, the paper argues that the measurement of emotional reactions to work should proceed from a multimethod-multisource-multiemotion research strategy that samples different methods (questionnaires, behavioural observation, biological measures, etc.), emotions (anger, anxiety, happiness, etc), and sources (e.g. subject, professional, family).     

Paradigm lost: Reinvigorating the study of organizational culture

In spite of the importance of organizational culture, scholarly advances in our understanding of the construct appear to have stagnated. We review the state of culture research and argue that the ongoing academic debates about what culture is and how to study it have resulted in a lack of unity and precision in defining and measuring culture. This ambiguity has constrained progress in both developing a coherent theory of organizational culture and accreting replicable and valid findings. To make progress we argue that future research should focus on conceptualizing and assessing organizational culture as the norms that characterize a group or organization that if widely shared and strongly held, act as a social control system to shape members’ attitudes and behaviors. We further argue that to accomplish this, researchers need to recognize that norms can be parsed into three distinct dimensions: (1) the content or what is deemed important (e.g., teamwork, accountability, innovation), (2) the consensus or how widely shared norms are held across people, and (3) the intensity of feelings about the importance of the norm (e.g., are people willing to sanction others). From this perspective we suggest how future research might be able to clarify some of the current conflicts and confusion that characterize the current state of the field.     

Emotion cycles: On the social influence of emotion in organizations

Human emotion is typically studied as a within-person, one-direction, non-repetitive phenomenon; focus has traditionally been on how one individual feels in reaction to various stimuli at a certain point of time. But people recognize and inevitably react emotionally and otherwise to expressions of emotion of other people. We propose that organizational dyads and groups inhabit emotion cycles: Emotions of an individual influence the emotions, thoughts and behaviors of others; others’ reactions can then influence their future interactions with the individual expressing the original emotion, as well as that individual's future emotions and behaviors. People can mimic the emotions of others, thereby extending the social presence of a specific emotion, but can also respond to others’ emotions, extending the range of emotions present. People can also draw attributions and extract meanings from others’ emotions. Emotion cycles can involve both intended targets of or partners to an original emotion and third parties who were not the intended targets or partners. Emotion cycles are sensitive to various moderating factors, including demographic variables (e.g., gender or race) and situational variables (e.g., relative power of participants). Pertinent organizational and psychological research that supports the idea of emotion cycles is reviewed and shown to suggest a wide arena for future research.     

Leading via the heart and mind: The roles of leader and follower emotions,attributions and interdependence

How do followers react to their leaders' emotional expressions, and how do these reactions influence followers' perceptions of their leaders' effectiveness? This research examines cognitive and emotional reactions to leaders' expressions of positive and negative emotions, and demonstrates how these reactions affect perceptions of leadership effectiveness. We show that follower interdependence (dispositional or manipulated) plays an important moderating role in understanding reactions to leaders' emotions. Results of three studies demonstrate that followers not only share their leaders' emotions, but also make attributions about the sincerity of their leaders' intentions, and these attributions affect their perceptions of their leader's effectiveness. Results also demonstrate that interdependent followers are sensitive to leader emotional valence and react more positively to leader positivity; non-interdependent followers do not differentiate positive from negative emotions in their leader. We discuss the implications of our research for the literature on leadership.     

Living to Work and Working to Live: Income as a Driver of Organizational Behavior

Abstract

Income as a relatively stable aspect of a job (e.g. annual salary, non-incentive wages, or weekly or hourly pay) has received relatively little consideration in organizational theorizing and research, despite its critical importance to workers, organizations, and society at large. Income inequality has similarly received scant attention, although it is a topic of great intellectual and practical importance. In this paper we describe the ways in which income and income inequality affect how people behave in both their professional and personal lives, and suggest ways in which organizations may influence, and be influenced by, these effects. We integrate research from a number of disciplines, highlight leading findings across them, and suggest ways in which organizational scholarship can inform research and practice in this domain. Our goal is to facilitate the development of income-related research programs in organizational science.     

Inequity at work: its measurement and association with worker health

The equity theory of Adams (1963, 1965) predicts that people pursue a balance between their investments in and the rewards gained from their work, such that their own investment/reward ratio is the same as that of similar others. Disturbance of this balance is expected to result in a range of negative outcomes, even if people are comparatively well off. The current study among a representative sample of 1297 Finnish workers examined two assumptions of this theory more closely, namely (1) whether the relationship between inequity and selected health-related outcome variables is U-shaped (is receiving too much as detrimental as receiving too little?), and (2) whether the reference to 'similar others' should be included in the measure tapping inequity. Multivariate analysis of variance only partly confirmed the hypothesis that the relationship between inequity and selected outcome variables is U-shaped. The reference to 'similar others' in the measurement of inequity seems to be superfluous.     

Emotions,Trust, and Perceived Risk: Affective and Cognitive Routes to Flood Preparedness Behavior

Despite the prognoses of the effects of global warming (e.g., rising sea levels, increasing river discharges), few international studies have addressed how flood preparedness should be stimulated among private citizens. This article aims to predict Dutch citizens’ flood preparedness intentions by testing a path model, including previous flood hazard experiences, trust in public flood protection, and flood risk perceptions (both affective and cognitive components). Data were collected through questionnaire surveys in two coastal communities (n= 169, n= 244) and in one river area community (n= 658). Causal relations were tested by means of structural equation modeling (SEM). Overall, the results indicate that both cognitive and affective mechanisms influence citizens’ preparedness intentions. First, a higher level of trust reduces citizens’ perceptions of flood likelihood, which in turn hampers their flood preparedness intentions (cognitive route). Second, trust also lessens the amount of dread evoked by flood risk, which in turn impedes flood preparedness intentions (affective route). Moreover, the affective route showed that levels of dread were especially influenced by citizens’ negative and positive emotions related to their previous flood hazard experiences. Negative emotions most often reflected fear and powerlessness, while positive emotions most frequently reflected feelings of solidarity. The results are consistent with the affect heuristic and the historical context of Dutch flood risk management. The great challenge for flood risk management is the accommodation of both cognitive and affective mechanisms in risk communications, especially when most people lack an emotional basis stemming from previous flood hazard events.