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1 – 10 of 787Arunya Tuicomepee, Panrapee Suttiwan, Rewadee Watakakosol, Sakkaphat T. Ngamake and Sompoch Iamsupasit
Successful aging represents a positive development in older adults. The emphasis on aging well has sought to understand resources such as emotional regulation that facilitates…
Abstract
Purpose
Successful aging represents a positive development in older adults. The emphasis on aging well has sought to understand resources such as emotional regulation that facilitates healthy and happy aging. The purpose of this paper is to investigate the impact of two common emotional regulation strategies (i.e. cognitive reappraisal and expressive suppression) on successful aging among Thai older adults.
Design/methodology/approach
The participants selected for this paper were 150 older adults living in Bangkok and adjacent areas. Their mean age was 69.7 (±6.7) years old. Instruments were the Successful Aging Inventory and Emotion Regulation Questionnaire. Each participant voluntarily completed an individual self -reported questionnaire.
Findings
The results revealed that the two emotional regulation strategies (cognitive reappraisal and expressive suppression) have collectively explained 6 percent of the variance of successful aging. The cognitive reappraisal strategy was a sole significant predictor (β=0.20).
Originality/value
Promoting emotional regulation strategies in particular a cognitive reappraisal strategy among Thai older adults can facilitate their cognitive functioning, and their successful aging.
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Stefan Gebhardt and Richard von Georgi
A psychiatric population (n=123) was examined on how music preferences had changed after the onset of a mental disorder. Most patients did not change their previous music…
Abstract
A psychiatric population (n=123) was examined on how music preferences had changed after the onset of a mental disorder. Most patients did not change their previous music preference; this group of patients considered music helpful for their mental state, showed more attractivity and enforcement as personality traits and used music more for emotion modulation. Patients who experienced a preference shift reported that music had impaired them during the time of illness; these patients showed less ego-strength, less confidence and less enforcement and used music less for arousal modulation. A third subgroup stopped listening to music completely after the onset of the mental disorder; these patients attribute less importance to music and also reported that music had impaired their mental state. They showed more ego-strength and used music less for emotion modulation. The results suggest that the use of music in everyday life can be helpful as an emotion modulation strategy. However, some patients might need instructions on how to use music in a functional way and not a dysfunctional one. Psychiatrists and psychotherapists as well as music therapists should be aware of emotion modulation strategies, subjective valence of music and personality traits of their patients. Due to the ubiquity of music, psychoeducative instructions on how to use music in everyday life plays an increasing role in the treatment of mental illness.
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Kwanjai Ritkumrop, Amaraporn Surakarn and Chatchai Ekpanyaskul
This study investigated the effectiveness of a new counseling program integrating cognitive behavioral therapy and acceptance and commitment therapy to promote emotional regulation…
Abstract
Purpose
This study investigated the effectiveness of a new counseling program integrating cognitive behavioral therapy and acceptance and commitment therapy to promote emotional regulation (ER) among undergraduate students with depression.
Design/methodology/approach
An interventional mixed method design was employed with the development of a qualitative method-based program using experimental and qualitative research. The sample consisted of 792 third-year undergraduate students at a public university in Bangkok. A total of 34 students with depression voluntarily enrolled and were divided into 2 groups. The 17 students in the experimental group received integrated counseling, while those in the control group received brochures. The effectiveness was evaluated using the self-assessment section on the ER scale and the Beck Depression Inventory form before and after counseling. When the program ended, qualitative research was conducted using in-depth interviews. In terms of quantitative research, the data were analyzed using one-way MANOVA and the qualitative research data used content analysis.
Findings
The mean scores for ER and depression in the experimental group before and after counseling were significantly different (p-value <0.05). Results were also significantly different from the control group (p-value <0.05). Students with depression showed improvements in ER in all six components after joining the program, including awareness, clarity, acceptance, impulse, goals and strategies.
Originality/value
Integrated counseling is an effective program that can increase ER and reduce depression among adolescents and can be an alternative program for depressive patients or other mood-regulating problems to promote ER.
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Elyria Angela Kemp, Kim Williams, Dong-Jun Min and Han Chen
The purpose of this paper is to examine the psychological influence that the presence of music has on consumers’ evaluations of the service environment. Specifically, it…
Abstract
Purpose
The purpose of this paper is to examine the psychological influence that the presence of music has on consumers’ evaluations of the service environment. Specifically, it investigates how emotion regulation processes and the impact of emotions/mood are linked to consumers’ evaluation of service and product quality.
Design/methodology/approach
An exploratory study was conducted using industry professionals in order to garner insight about the value of music and its benefits in the service environment. A field experiment was then conducted to test hypotheses.
Findings
Industry professionals offer implicit theories about the value of music. Specifically, they propose that music can be used to help customers regulate emotions and improve mood, enhance the customer experience and help in attracting new consumer segments. Results from the field experiment found that those exposed to music were likely to improve mood, express more favorable evaluations of the service and product quality of the establishment, as well as exhibit stronger intentions to continue to patronize the establishment.
Practical implications
Using live music in the service environment can be beneficial to organizations by improving customers’ emotional/psychological status as well as their evaluation of the consumption experience.
Originality/value
This research contributes to the existing literature by demonstrating how emotion regulation processes and the impact of emotions/mood are linked to consumers’ evaluation of service and product quality. Also, support for mood congruency judgment is found. Participants in the field study who had been exposed to music indicated that they made efforts to improve their mood and subsequently had more favorable judgments of service and product quality.
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This work sheds new light on the roles of gender, age and expatriation type—self-initiated expatriate (SIE) vs. assigned expatriate (AE)—by applying the transactional theory of…
Abstract
Purpose
This work sheds new light on the roles of gender, age and expatriation type—self-initiated expatriate (SIE) vs. assigned expatriate (AE)—by applying the transactional theory of stress and coping (and a validated measurement tool) to the expatriation experience.
Design/methodology/approach
Based on quantitative data from 448 expatriates, the authors examined the coping mechanisms (cognitions and actions) employed by senior and younger expatriates, females and males and SIE and AEs when they face hardships while working abroad.
Findings
Younger expatriates display less active problem-solving coping, planning, and restraint and consume more alcohol and drugs. Female expatriates express their emotions and use social support more than their male counterparts. SIEs rely on emotional social support more than AEs.
Practical implications
Recognizing that individual repertoires of responses to expatriate challenges are bounded by personal characteristics—such as age, gender, and expatriation type—should improve efforts to support expatriates. This research suggests that expatriate support should be tailored. It offers indications on who needs what.
Originality/value
This work provides a fresh perspective and new insights into classic topics (age, gender, and expatriation type). Individuals react differently abroad. They have different resources and face different demands (to a certain extent) that lead to different coping reactions. Older people manage their emotions better, and female expatriates and SIEs gather and use support; these abilities are assets abroad.
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Merel T. Feenstra-Verschure, Dorien Kooij, Charissa Freese, Mandy Van der Velde and Evgenia I. Lysova
Many employees experience a “locked at the job” situation and are not satisfied with their current job and at the same time, perceive limited job opportunities. This study…
Abstract
Purpose
Many employees experience a “locked at the job” situation and are not satisfied with their current job and at the same time, perceive limited job opportunities. This study examines the process that individuals who experience locked at the job go through and the coping mechanisms individuals use.
Design/methodology/approach
A total of Thirty in-depth interviews were conducted. Of the participants, 12 were locked at the job at the time of the interview and 18 participants experienced locked at the job in the past.
Findings
The authors identified three phases. Regarding the first phase “becoming locked at the job,” various individual and work environmental causes could be identified. In the second phase “being locked at the job,” the authors identified three levels: low-, medium- and high-locked individuals. Emotion-regulated coping strategies were mainly reappraisal, positive distraction and behavioral avoidance. The third phase “ending locked at the job” revealed that a locked at the job situation often comes to an end either by taking control independently or by external force. Especially, the role of the direct supervisor was decisive during the entire locked at the job process.
Practical implications
In the practical implications, the authors suggest to discuss locked at the job throughout the entire workplace and create an open culture acknowledging that individuals may find themselves in such a situation.
Originality/value
To date, no qualitative study has been conducted before from this perspective. Therefore, it is extremely important to look at this relatively unknown phenomenon from this perspective.
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María Sicilia, M. Carmen Caro-Jiménez and Estela Fernández-Sabiote
While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience…
Abstract
Purpose
While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience is more limited. Drawing on affect transfer theory, the authors test for the mediating role of attitude towards the employee, which is proposed to mediate the effect of employees’ displayed emotion on customers’ satisfaction with recovery. As service recovery entails a critical service experience in which emotions can easily rise, this paper aims to highlight the pivotal role of employee-displayed emotions during service recovery.
Methodology
A scenario-based experiment in the context of an airline service failure recovery (3 × 2 between-subjects design) manipulates frontline employees’ emotions (anger vs happiness vs no specific emotion) and the quality of the solution (bad vs good).
Findings
Employees’ displayed emotions directly affect attitude towards the employee and indirectly affect service recovery satisfaction. Moreover, attitude towards the employee is affected more by the employee’s displayed emotion when the solution offered is bad compared to good.
Practical implications
Employees’ emotions displayed during service recovery can enhance or damage service recovery strategies. Employees should control for negative emotions in the case of service failure, especially when unable to provide a good solution.
Originality
Emotions displayed by employees can influence the customer’s service recovery evaluations. There is an interesting interaction between the quality of the solution and employees’ displayed emotions. Additionally, the mantra of “service with a smile” may not be valid in the case of service recovery: rather, employees should avoid displaying negative emotions.
Propósito
A pesar de que la literatura ha demostrado la importancia que tienen las emociones en los consumidores, se sabe poco acerca de cómo influyen las emociones de los empleados. Basándonos en la teoría de la transferencia de afecto, testamos el papel mediador de la actitud hacia el empleado. Ésta se propone como mediadora del efecto que tiene la emoción mostrada por el empleado en la satisfacción del cliente. Este trabajo resalta el papel fundamental de las emociones mostradas por el empleado durante la recuperación del servicio.
Metodología
Experimento (3x2 entre sujetos) basado en el fallo de una aerolínea. Se manipulan las emociones del empleado (enfado vs alegría vs ninguna emoción específica) y la calidad de la solución (mala vs buena).
Resultados
Las emociones mostradas por los empleados afectan directamente a la actitud hacia el empleado e indirectamente a la satisfacción con la recuperación del servicio. La actitud se ve más afectada por la emoción mostrada por el empleado cuando la solución ofrecida es mala.
Implicaciones prácticas
Las emociones mostradas por los empleados pueden contribuir o dañar las estrategias de recuperación del servicio. Los empleados deben controlar las emociones negativas, especialmente cuando no pueden ofrecer una buena solución.
Originalidad
Las emociones mostradas por los empleados influyen en la recuperación del servicio. Existe interacción entre la calidad de la solución y la emoción del empleado. Además, la consigna de “atender al cliente con una sonrisa” puede no ser válida en este contexto, siendo más relevante que los empleados no muestren emociones negativas.
目的
虽然研究证明了顾客的情绪如何影响他们的消费体验, 但对员工所表现出的情绪如何影响顾客服务体验的理解却比较有限。借鉴情感转移理论, 我们测试了对员工态度的中介作用, 提出了员工表现出的情绪对客户对服务补救满意度影响的中介作用。由于服务补救涉及情绪容易上升的关键服务体验, 本文强调了员工表现出的情绪在服务补救过程中的关键作用。
方法
在航空公司服务故障补救的背景下, 一个基于场景的实验(3x2主体间设计)操纵了一线员工的情绪(愤怒vs快乐vs无特定情绪)和解决方案的质量(差vs好)。
研究结果
员工表现出来的情绪直接影响顾客对员工的态度, 间接影响对服务补救的满意度。此外, 当所提供的解决方案质量是差的, 而不是好的, 顾客对员工的态度受员工所表现的情绪的影响更大。
实际意义
员工在服务补救过程中表现出来的情绪可以增强或破坏服务补救策略。在服务失败的情况下, 员工应该控制消极的情绪, 特别是在无法提供一个好的解决方案时。
原创性
员工表现出来的情绪会影响顾客的服务补救的评价。解决方案的质量和员工表现的情绪之间存在着有趣的互动。此外, “微笑服务 “的口号在服务补救的情况下可能是无效的:相反, 员工应该避免表现出负面情绪。
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Research on workplace stress measurements varied without much accuracy and effectiveness. The purpose of this paper is to introduce a new quantitative assessment tool emWave Pro…
Abstract
Purpose
Research on workplace stress measurements varied without much accuracy and effectiveness. The purpose of this paper is to introduce a new quantitative assessment tool emWave Pro Plus (Institute of HeartMath) and compare heart rate variability (HRV) results with the Personal and Organizational Quality Assessment (POQA) and the Perceived Stress Scale (PSS).
Design/methodology/approach
This research opted for a correlational study which involves 85 full-time employees who were working at least 40 h per week in a large corporation participated in this study. The POQA and PSS were used to correlate with HRV.
Findings
Astonishing findings emerged in this study. Significant positive correlations were found between emotional stress and HRV, and between intention to quit and HRV. In other words, the researchers have to make sense the following surprising findings: the higher the emotional stress an employee faces, the healthier they are. Healthier employees may have higher intentions of quitting their jobs. The surprising results may be attributed to personality, culture, emotional regulation and age among others.
Originality/value
This research fulfills an identified need to validate quantifiable stress measurements especially in a corporate environment. The research also shows promising results, and future studies should continue to tap into HRV as an objective measure of mental health and workplace stress.
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Kazeem Olanrewaju Ogunsola, Rodrique Ancelot Harvey Fontaine and Muhammad Tahir Jan
This paper aims to examine the relationship between surface acting (SA), deep acting (DA) and organizational commitment (OC).
Abstract
Purpose
This paper aims to examine the relationship between surface acting (SA), deep acting (DA) and organizational commitment (OC).
Design/methodology/approach
Guided by affective events theory, the study adapted emotional labour scale and three components model to profile 373 teachers from 30 schools around Peninsular Malaysia. A list-based simple random sampling technique was used to select respondents. Structural equation modeling (SEM) was used to test hypotheses, and the proposed model was assessed through renowned fit indices.
Findings
OC was hypothesized as a second-order construct. SEM result indicates that both SA and DA have significant negative relationship with OC. Fit indices of the hypothesized model showed χ²/df ratio (560.069/265) = 2.113, RMSEA (0.055), and CFI (0.936). This result provides empirical support for the data collected.
Research limitations/implications
The study provides new insight on the ongoing debate about SA and DA. Therefore, it advances body of research in this regard. The implication for HR managers is that strategic polices can be institutionalized to buffer the consequences of SA and DA. This is due to the fact that SA and DA may not be abolished for service employees like teachers. The practical implication for teachers is the understanding that emotional regulation process is inevitable because teaching is profoundly an emotional activity job. Besides being a cross-sectional study, the sampled population may have limited the study’s outcomes.
Originality/value
Given existing inconsistent results on the consequences of SA and DA, this study shows that not only SA can lead to negative after-effects, DA can also cause the same. Future study can explore spiritual intelligence to examine how best SA and DA can be performed at reduced consequences on OC.
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Yamini Hariharan, Christopher Meiers, Catherine Robert and Marilee Bresciani Ludvik
The aim of this paper is to explore mindfulness and self-compassion teachings and practices embedded in a leadership course and their outcome on stress regulation of…
Abstract
Purpose
The aim of this paper is to explore mindfulness and self-compassion teachings and practices embedded in a leadership course and their outcome on stress regulation of doctoral-level students.
Design/methodology/approach
Eight valid and reliable pre-and post-assessment inventories were administered prior to the first week of class and following the completion of the doctoral-level class. The test scores were measured for improvement and for differences between various demographic groups.
Findings
The results suggest significant improvement on almost every mindfulness subscale with approximately 5–22% of the variance in subscale scores attributed to participation. Doctoral students over 40 indicated more score improvement than students under 40, and doctoral students of color indicated more significant score increases than White students.
Research limitations/implications
The research involves doctoral-level students which limits generalizability to other levels of education. Based on the findings, scaling analysis should be conducted on other types of students for generalization purposes.
Practical implications
Institutions looking to incorporate wellness practices into curriculum can embed these types of practices into their course design.
Social implications
Faculty can become more intentional in how they engage students in mindful compassion skills within their academic programs.
Originality/value
The paper adds a quantitative study into the literature surrounding efficacy of wellness practices in structured curriculum. Institutions looking to provide more resources to students to improve their wellness may find the model useful on their campuses, particularly for students over 40 and students of color.
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