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1 – 10 of over 12000Jessica M. Blomfield, Ashlea C. Troth and Peter J. Jordan
Sustainability is an emotional issue. It is also an issue that is gaining prominence in organizational agendas. In this chapter, we outline a model to explain how employees…
Abstract
Purpose
Sustainability is an emotional issue. It is also an issue that is gaining prominence in organizational agendas. In this chapter, we outline a model to explain how employees perceive change agents working to implement sustainability initiatives in organizations. Using this model, we argue that organizational support for sustainability can influence how employees respond to sustainability messages. We further argue that the intensity of emotions that change agents display, and how appropriate those emotions are within the organizational context, will influence how employees perceive those individuals and the success of their efforts to influence green outcomes.
Research implications
We extend the Dual Threshold Model of emotions (DTM: Geddes & Callister, 2007) to assess the impact of displays of emotional intensity on achieving sustainability goals. Our model links emotional propriety to change agent success. By exploring variations of the DTM in terms of contextual factors and emotional intensity, our model elaborates on the dynamic nature of emotional thresholds.
Practical implications
Using our framework, change agents may be able to improve their influence by matching the emotional intensity of their messages to the relevant display rules for that organization. That is, change agents who are perceived to express emotion within the thresholds of propriety can enhance their success in implementing green outcomes.
Originality/value
This chapter examines sustainability initiatives at the interpersonal behavior level. We combine aspects of organizational behavior, emotion in organizations, and organizations and the natural environment to create a new model for understanding change agent success in corporate sustainability.
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Neal M. Ashkanasy, Charmine E. J. Härtel and Wilfred J. Zerbe
The booming social media attracts construction professionals (CPs) to express emotions caused by work pressure (WP) through online behaviors. Previous works focus on the analysis…
Abstract
Purpose
The booming social media attracts construction professionals (CPs) to express emotions caused by work pressure (WP) through online behaviors. Previous works focus on the analysis of WP and emotions but do not adequately consider how WP can be reflected through online emotions. Thus, this study aims to attempt to explore the quantitative relationship between online emotional intensity and WP.
Design/methodology/approach
This study developed a linguistic-sticker (LS) model to quantitatively evaluate the sentiment intensity of posts published on social media. Moreover, the authors designed two econometric models of ordinary least squares regression and negative binomial regression to test the hypothesis.
Findings
The research found that posts with stronger negative sentiment (or positive sentiment) indicate that CPs face higher (or lower) WP. Besides, there is a negative bias between the sentiment intensity of posts and the comment quantity.
Practical implications
The positive correlation between sentiment intensity of posts and WP has been confirmed, which indicates that construction managers should pay more attention to CPs' behavior on social media, and take a more direct way to analyze work-related online behavior (e.g. posting, commenting). The dynamic monitoring of emotion-related posts also provides a direct basis for the management team to learn about CP's pressure status and propose measures to reduce their negative emotions. Furthermore, the emotional posts published by CPs on social media provide a direct basis for team managers to obtain their psychological state.
Originality/value
The research contributes to incorporating CPs' emotions into the LS model and to providing information systems artifacts and new findings on the analysis of WP and online emotions.
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Carin Eisenstein, Victoria Zamperoni, Neil Humphrey, Jessica Deighton, Miranda Wolpert, Camilla Rosan, Helen Bohan, Antonis A. Kousoulis, Marianne Promberger and Julian Edbrooke-Childs
The purpose of this paper is to determine the efficacy of the Peer Education Project (PEP), a school-based, peer-led intervention designed to support secondary school students to…
Abstract
Purpose
The purpose of this paper is to determine the efficacy of the Peer Education Project (PEP), a school-based, peer-led intervention designed to support secondary school students to develop the skills and knowledge they need to safeguard their mental health and that of their peers.
Design/methodology/approach
Six schools from across England and the Channel Islands took part in an evaluation of the PEP across the 2016/2017 academic year. In total, 45 trained peer educators from the sixth form and 455 Year 7 students completed pre- and post-questionnaires assessing their emotional and behavioural difficulties, perceived school climate, and knowledge, skills and confidence related to mental health.
Findings
Results indicate that participation in the PEP is associated with significant improvement in key skills among both peer educators and student trainees, and in understanding of key terms and readiness to support others among trainees. Most students would recommend participation in the programme to other students.
Originality/value
While peer education has been found to be effective in some areas of health promotion, research on the effectiveness of peer-led mental health education programmes in schools is limited. This study contributes evidence around the efficacy of a new peer education programme that can be implemented in secondary schools.
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Omer Topaloglu and David E. Fleming
The paper aims to provide a theoretical and empirical examination of the relationship between service expectation management, expectation inducing agent and customer satisfaction.
Abstract
Purpose
The paper aims to provide a theoretical and empirical examination of the relationship between service expectation management, expectation inducing agent and customer satisfaction.
Design/methodology/approach
Based on the disconfirmation paradigm in services and the promise-keeping premise in psychology, the hypotheses are developed and empirically tested using three experiments that manipulated expectations, expectation inducing agent and service outcome.
Findings
The findings provide reconciliation to the previous studies in services and show that effectiveness of expectation management strategy depends on the individual expectation thresholds and the expectation inducing agent. If customers patronize a firm expecting more, then over-delivering on the service promise results in a significant benefit. However, for those customers whose mental expectation threshold is exceeded, keeping promises is as effective as exceeding promises.
Practical implications
The practical implication of this paper is that services managers should be cognizant of the mental expectation threshold of customers and be wise in utilizing the under-promise, over-deliver strategy.
Originality/value
Using a threshold approach, this paper introduces a new perspective to service practitioners who are trying to manage expectations in a highly variable business environment. It also benefits service researchers who are trying to enhance the understanding of service expectation management.
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The purpose of this paper is to connect sociology, criminology, and social psychology to identify specific factors that keep protests peaceful, discusses empirical examples of…
Abstract
Purpose
The purpose of this paper is to connect sociology, criminology, and social psychology to identify specific factors that keep protests peaceful, discusses empirical examples of effective peacekeeping, and develops practical peacekeeping guidelines.
Design/methodology/approach
The analysis systematically compared 30 peaceful and violent protests in the USA and Germany to identify peaceful interaction routines and how they are disrupted. It employed a triangulation of visual and document data on each demonstration, analyzing over 1,000 documents in total. The paper relies on qualitative analysis based on the principles of process tracing.
Findings
Results show that specific interaction sequences and emotional dynamics can break peaceful interaction routines and trigger violence. Single interactions do not break these routines, but certain combinations do. Police forces and protesters need to avoid these interaction dynamics to keep protests peaceful. Communication between both sides and good police management are especially important.
Research limitations/implications
The paper highlights the need to examine the role of situational interactions and emotional dynamics for the emergence and avoidance of protest violence more closely.
Practical implications
Findings have implications for police practice and training and for officers’ and protesters’ safety.
Originality/value
Employing recent data and an interdisciplinary approach, the study systematically analyzes peacekeeping in protests, developing guidelines for protest organizers and police.
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This paper attempts to connect the literature on conflict and that of emotions. The argument presented is that emotions have until recently been understudied in conflict…
Abstract
Purpose
This paper attempts to connect the literature on conflict and that of emotions. The argument presented is that emotions have until recently been understudied in conflict literature and vice versa. On the basis of the review of literature on both conflict and emotions, the paper points to new areas of exploration for researchers in both domains.
Design/methodology/approach
A literature review of two separate sub‐fields of study, namely conflict and emotions is provided with the intent of pointing towards gaps in connecting the two streams of research and towards a more holistic understanding of the role of emotions in conflict.
Findings
It is observed that the link between emotions and conflict has received little attention both in the literature on conflict and that of emotions. Insights into the role of emotions at the time of conflict and towards its subsequent resolution are provided. Future directions for study and potential linkages between the two streams are offered.
Originality/value
Connects two different streams of research and offers potential areas of exploration.
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Robert J. Chandler, Andrew Newman and Catherine Butler
The purpose of this paper is to examine the levels of clinician burnout in a community forensic personality disorder (PD) service, and explores how burnout may arise and be…
Abstract
Purpose
The purpose of this paper is to examine the levels of clinician burnout in a community forensic personality disorder (PD) service, and explores how burnout may arise and be minimised within a service of this nature.
Design/methodology/approach
A mixed methods approach was utilised, assessing levels of burnout and making comparisons with a comparable previous study. Focus group data regarding burnout and suggestions for reducing the risk of burnout were analysed using thematic analysis.
Findings
Levels of burnout were generally found to be higher in the current sample when compared with the generic PD services. Qualitative data suggest that working in a forensic PD setting may pose a range of additional and complex challenges; these are explored in detail. Minimising burnout might be achieved by developing resilience, utilising humour, team coherence and ensuring that breaks are taken, and developing one’s own strategies for “releasing pressure”.
Practical implications
The risk for burnout in clinicians working with offenders with PD may be higher than other groups of mental health clinicians. Despite this, attempts to minimise burnout can be made through a range of practical strategies at the individual, team and organisational level.
Originality/value
This is the first project to assess levels of burnout specifically in a team of clinicians working with offenders with PD, and offers an exploration of how burnout may manifest and how it can be managed in this unique area of mental health.
This chapter focuses on management of emotions in an emergency setting. More specifically, how do emergency call takers manage double-faced emotional management – i.e., their own…
Abstract
This chapter focuses on management of emotions in an emergency setting. More specifically, how do emergency call takers manage double-faced emotional management – i.e., their own and the caller's emotions – simultaneously? By triangulating interviews, observations, and organizational documentation with theories on emotional management multiple strategies were identified. The range of strategies included hiving (selecting and modifying) calls, elaborating on (by deploying attention and reshaping/reappraising) content of calls, auralizing (by externalizing an emotional barrier) as well as taming emotional expression. The set of emotional management strategies are concluded in a Heat-model. The model is further discussed in terms of performance efficiency; in terms of how emotional aspects may interfere with decision-making capabilities as well as how wellbeing can be maintained for call takers.
Gary Noble, Alan Pomering and Lester W. Johnson
In this article, message appeals along with the moderating effect of gender are examined on frequently used measures of ad effectiveness (i.e. ad likability, attitude to the…
Abstract
Purpose
In this article, message appeals along with the moderating effect of gender are examined on frequently used measures of ad effectiveness (i.e. ad likability, attitude to the issue, and behavioral intention) in the emerging domain of pro-environmental social advertising. The paper aims to discuss these issues.
Design/methodology/approach
This study employed a between-subjects 2 (gender)×3 (message appeal) factorial design, administered through a commercial online consumer panel firm based in the USA, which included 444 respondents across three markets: Australia, the UK and the USA.
Findings
Results show that of three frequently used message appeals (rational, negative emotional, and positive emotional), rational ad appeals are not as effective as emotional appeals. The study also shows that females respond more strongly to negative emotional appeals than males, while there is no significant difference in how males and females responded to positive emotional or rational ad appeals. In addition, the study demonstrates that the measure of ad likability, which is frequently used as a reliable copy-test measure in commercial marketing situations, is not a valid measure of ad effectiveness in the context of social advertising.
Research limitations/implications
While the study included participants from three countries, Australia, the UK and the USA, the obvious limitation of the experimental design lies in the limited sample size. Further, while the ads' cognitive processing load was kept consistent across the three conditions, it may be possible that linguistic nuances across these markets might affect the ads' processing demands from one market to another. The consistency of the study's manipulation checks, however, might serve to offer support for the copy approach taken here.
Originality/value
This study reinforces previous studies in both the commercial and social marketing fields that suggest practitioners should be cautious of placing too much emphasis on this measure as an indicator of future ad performance.
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