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Previous research has demonstrated the importance of emotion recognition ability in negotiations and leadership, but scant research has investigated the role of emotion recognition ability in service contexts. The purpose of this paper is to propose and test a compensatory model in which service employees’ emotion recognition ability helps enhance their job performance, particularly when employees score low on the agreeableness personality dimension or have low cognitive ability.

With a two-wave multisource dataset collected from a service center of a large retail bank, multiple regression analysis was used to test the moderating roles of agreeableness and cognitive ability on the relationship between service employees’ emotion recognition ability and their performance.

Service employees’ emotion recognition ability helped enhance their job performance. However, the positive effect of emotion recognition ability on job performance was only statistically significant when employees’ agreeableness or cognitive ability was low.

The findings have important implications for how service organizations select and recruit employees. In particular, service employees with low agreeableness or cognitive ability may still be able to perform well when possessing high emotion recognition ability. Therefore, emotion recognition ability should be considered in the selection and recruitment process.

Going beyond self-report measures of emotion recognition and using a performance measure from organizational records, this study is one of the first to examine how emotion recognition ability interacts with personality and cognitive ability in predicting service employees’ effectiveness in a service organization.

This chapter examines EI, presents a history of EI including the various models, and a discussion of the three streams approach to classifying EI literature. The author advocates for the efficacy of the Stream One Ability Model (SOAM) of EI citing previous authors and literature. The commonly used SOAM instruments are discussed in light of recent studies. The discussion turns to alternate tests of the SOAM of EI including Situational Judgment Tests (SJTs). Recommendations include an analysis of SOAM instruments, a new approach to measurement, and increased use of SJTs to capture the four-branch ability model of EI.

Emotion recognition and emotion expression/regulation are important aspects of emotional intelligence (EI). Although the construct of EI is widely used and its components are part of many investigations, there is still no sufficient picture set that can be used for systematic research of facial emotion recognition and practical applications of individual assessments. In this research we present a new Facial Action Coding System validated picture set consisting of six emotions (anger, disgust, fear, happiness, sadness, and surprise). Basic principles of stimulus development and evaluation process are described. The PFA-U can be used for future studies in organization for the assessment of emotion recognition, emotion stimulation, and emotion management.

Groups’ perceptions of their supervisors’ conflict management styles (CMSs) can have important implications for well-being. Rather than being examined in isolation, supervisor CMSs need to be considered in the context of supervisors’ emotional ability and the amount of conflict in workgroups. This paper aims to investigate the three-way interactions between group-level perceptions of supervisor CMSs (collaborating, yielding, forcing), supervisor emotion recognition skills and group relationship conflict in predicting collective employee burnout.

Group-level hierarchical multiple regressions were conducted with 972 teaching professionals nested in 109 groups.

The positive association between supervisor yielding climate and collective employee burnout was evident when supervisor emotion recognition was low but absent when supervisor emotion recognition was high. Groups with high supervisor forcing climate and high supervisor emotion recognition experienced lower group burnout, an effect evident at high but not low relationship conflict.

Supervisors have a critical – and challenging – role to play in managing conflict among group members. The detrimental effects of supervisor yielding and forcing climates on collective employee burnout are moderated by personal (supervisor emotion recognition) and situational (the level of relationship conflict) variables. These findings have practical implications for how supervisors could be trained to handle conflict.

This research challenges traditional notions that supervisor yielding and forcing CMSs are universally detrimental to well-being.

This paper focusses on the leaders' ability to recognise and empathise with emotions. This is important because leadership and particularly transformational leadership are principally focussed on an individual's social interactions and their ability to identify emotions and to react empathetically to the emotions of others (Psychogios and Dimitriadis, 2020). Many leadership theorists suggest the ability to have and display empathy is an important part of leadership (Bass, 1990; Walumbwa et al., 2008).

To examine the extent to which those who work in jobs with a significant element of leadership education can recognise and empathise with emotions, 99 part-time postgraduate executive Master of Business Administration (MBA) students took part in an emotional recognition test. First, all participants were shown a sequence of pictures portraying different human facial expressions and the electrical activity in the brain as a result of the visual stimuli were recorded using an electroencephalogram (EEG). The second stage of the research was for the participants to see the same seven randomised images, but this time, they had to report what emotion they believed they had visualised and the intensity of it on a self-reporting scale.

This study demonstrated that the ability to recognise emotions is more accurate using EEG techniques compared to participants using self-reporting surveys. The findings from this study provide academic departments with evidence that more work needs to be done with students to develop their emotional recognition skills. Particularly for those students who are or will go onto occupy leadership roles.

The use of neuroscientific approaches has long been used in clinical settings. However, few studies have applied these approaches to develop the authors’ understanding of their use in social sciences. Therefore, this paper provides an original and unique insight into the use of these techniques in higher education.

Based on the situated focus theory of power, this chapter empirically investigates the relationship between an individual’s organizational power position and emotion recognition accuracy (ERA), and it examines individuals’ stress experiences at work as a boundary condition for this relationship.

Survey data were collected in a field sample of 117 individuals employed across various organizations in Germany. We used an established, performance-based test of ERA and applied hierarchical regression analysis to examine our model.

An individual’s power was negatively related with his or her ability to decipher others’ emotional expressions among individuals experiencing higher work stress, whereas this relationship was not significant for participants with lower stress.

Although the cross-sectional study design and data collection within one country are relevant limitations, the findings promote a better understanding of the complex relationship between power and ERA.

Given the relevance of accurate emotion perception, the results indicate that stressful work environments may be an important risk factor for organizational power holders’ personal and professional success.

The findings advance the literature on power and emotion recognition by highlighting the role of work stress as an important, heretofore neglected boundary condition that may explicate the ambiguous results in prior research.

Although intellectual disability (ID) and criminal offending have long been associated, the nature of this link is obfuscated by reliance on historically unrigorous means of assessing ID and fractionating social cognitive skills. The purpose of this paper is to review and report current findings and set an agenda for future research in social perception, social inference and social problem solving in ID violent offenders.

The literature is reviewed on comorbidity of criminal offending and ID, and on social cognitive impairment and ID offending. In an exploratory case-control series comprising six violent offenders with ID and five similarly able controls, emotion recognition and social inference are assessed by the Awareness of Social Inference Test and social problem-solving ability and style by an adapted Social Problem-Solving Inventory.

Violent offenders recognised all emotions except “anxious”. Further, while offenders could interpret and integrate wider contextual cues, absent such cues offenders were less able to use paralinguistic cues (e.g. emotional tone) to infer speakers’ feelings. Offenders in this sample exceeded controls’ social problem-solving scores.

This paper confirms that ID offenders, like neurotypical offenders, display specific deficits in emotion recognition – particularly fear recognition – but suggests that in ID offenders impairments of affect perception are not necessarily accompanied by impaired social problem solving. The implication for therapeutic practice is that ID offenders might be most effectively rehabilitated by targeting simpler, low-level cognitive processes, such as fear perception, rather than adapting treatment strategies from mainstream offenders.

The purpose of this viewpoint paper is to explore middle leaders' ability to recognise emotions in the context of workplace research, and to propose measures that might support them in their role.

This paper combines a contemporary literature review with reflections from practice to develop more nuanced understandings of middle leadership. This paper applied the Geneva Emotional Recognition Test (GERT) to explore the level of emotional recognition of 86 individuals (teachers to headteachers (equivalent to school principals)).

The preliminary findings suggest that teachers and headteachers have higher levels of emotional recognition than middle and senior leaders. This paper subsequently argues that the task-orientated nature middle leadership compounds an individual's ability to engage effectively in relationship-orientated tasks. This explains why middle leaders scored lower on the GERT assessment. This is further inhibited by the anti-correlation in the brain's ability to deal with the task-positive network (TDM) and default mode network (DMN) processing functions where individuals operate in one neural mode for long periods.

The viewpoint paper proposes a number of implications for middle leaders and suggests that middle leaders should proactively seek out opportunities to be engaged in activities that support the DMN function of the brain and subsequently the relationship-orientated aspects of leadership, for example, coaching other staff members. However, it has to be recognised that the sample size is small and further work is needed before any generalisations can be made.

This paper offers a contemporary review of the role of middle leaders underpinned by a preliminary study into individuals' ability to recognise emotions.

Data-driven marketing is replacing conventional marketing strategies. The modern marketing strategy is based on insights derived from customer behavior information gathered from their facial expressions and neuro-signals. This study explores the potential for face recognition and neuro-marketing in modern-day marketing.

The study conducts an in-depth examination of the extant literature on neuro-marketing and facial recognition marketing. The articles for review are downloaded from the Scopus database, and PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) is then used to screen and choose the relevant papers. The systematic literature review method is applied to conduct the study.

An extensive review of the literature reveals that the domains of neuro-marketing and face recognition marketing remain understudied. The authors’ review of selected papers delivers five neuro-marketing and facial recognition marketing themes that are essential to modern marketing concepts.

Neuro-marketing and facial recognition marketing are artificial intelligence (AI)-enabled marketing techniques that assist in gaining cognitive insights into human behavior. The findings would be of use to managers in designing marketing strategies to enhance their marketing approach and boost conversion rates.

The uniqueness of this study lies in that it provides an updated review on neuro-marketing and face recognition marketing.

Organizational behavior scholars have long recognized the importance of a variety of emotion-related phenomena in everyday work life. Indeed, after three decades, the span of research on emotions in the workplace encompasses a wide variety of affective variables such as emotional climate, emotional labor, emotion regulation, positive and negative affect, empathy, and more recently, specific emotions. Emotions operate in complex ways across multiple levels of analysis (i.e., within-person, between-person, interpersonal, group, and organizational) to exert influence on work behavior and outcomes, but their linkages to human resource management (HRM) policies and practices have not always been explicit or well understood. This chapter offers a review and integration of the bourgeoning research on discrete positive and negative emotions, offering insights about why these emotions are relevant to HRM policies and practices. We review some of the dominant theories that have emerged out of functionalist perspectives on emotions, connecting these to a strategic HRM framework. We then define and describe four discrete positive and negative emotions (fear, pride, guilt, and interest) highlighting how they relate to five HRM practices: (1) selection, (2) training/learning, (3) performance management, (4) incentives/rewards, and (5) employee voice. Following this, we discuss the emotion perception and regulation implications of these and other discrete emotions for leaders and HRM managers. We conclude with some challenges associated with understanding discrete emotions in organizations as well as some opportunities and future directions for improving our appreciation and understanding of the role of discrete emotional experiences in HRM.