Want a tip? Service performance as a function of emotion regulation and extraversion.

Wen, Nai; Grandey, Alicia A.; Diamond, Jennifer A.; Krimmel, Kathleen Royer

doi:10.1037/a0022884

Cited by 174 publications

(205 citation statements)

References 77 publications

(154 reference statements)

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“…When interfacing with customers, frontline workers try to create a favorable interaction experience for their customers in exchange for financial gains (Chi, Grandey, Diamond, & Krimmel, 2011). In this regard, existing research shows that favorable customer assessments of interactions with frontline workers can result in increased customer rewards such as tip sizes (Lynn, 2003;Lynn & McCall, 2000).…”

Section: Perceived Quality Of Interactionmentioning

confidence: 99%

Seeing you seeing me: Stereotypes and the stigma magnification effect.

Mikolon¹,

Kreiner²,

Wieseke³

2016

Journal of Applied Psychology

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Despite an increased interest in the phenomenon of stigma in organizations, we know very little about the interactions between those who are stigmatized and those who stigmatize them. Integrating both the perceptions of the stigmatized worker and the stigmatizing customer into one model, the present study addresses this gap. It examines the role of stereotypes held by customers of stigmatized organizations and metastereotypes held by the stigmatized workers themselves (i.e., their shared beliefs of the stereotypes customers associate with them) in frontline exchanges. To do so, data regarding frontline workers (vendors) of homeless-advocate newspapers from 3 different sources (vendors, customers, trained observers) were gathered. Multilevel path-analytic hypotheses tests reveal (a) how frontline workers' prototypicality for a stigmatized organization renders salient a stigma within frontline interactions and (b) how stereotypes by customers and metastereotypes by frontline workers interact with each other in such contacts. The results support a hypothesized interaction between frontline workers' metastereotypes and customers' stereotypes-what we call the "stigma magnification effect". The study also derives important practical implications by linking stigma to frontline workers' discretionary financial gains.

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Section: Perceived Quality Of Interactionmentioning

confidence: 99%

Seeing you seeing me: Stereotypes and the stigma magnification effect.

Mikolon¹,

Kreiner²,

Wieseke³

2016

Journal of Applied Psychology

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“…En línea con tales postulados, podría asumirse que el estado emocional positivo y expansivo asociado a la extraversión propiciaría mayor flexibilidad y apertura mental (Omar, 1988), favoreciendo la implementación de estrategias cognitivamente más elaboradas, como lo son las actuaciones profundas (Grandey et al, 2013). A su vez, la extraversión actuaría como un "dique" capaz de contener el caudal negativo proveniente del agotamiento y la tensión derivada del autocontrol superficial (Chi et al, 2011;Grandey et al, 2013). En cambio, la afectividad negativa asociada al neuroticismo tendría el efecto contrario.…”

Section: Moderadorunclassified

Satisfacción Laboral: Un Modelo Explicativo Basado en Variables Disposicionales

Salessi¹,

Omar²

2017

Rev. colomb. psicol.

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Excepto que se establezca de otra forma, el contenido de esta revista cuenta con una licencia Creative Commons "reconocimiento, no comercial y sin obras derivadas" Colombia 2.5, que puede consultarse en: http://creativecommons.org/licenses/by-nc-nd/2.5/co ResumenSe verificó un modelo explicativo de la satisfacción laboral basado en la relación de algunas variables disposicionales. Se plantea un modelo de mediación múltiple moderada, que fue analizado en una muestra multiocupacional de 575 trabajadores argentinos. La verificación empírica indicó que el efecto indirecto positivo del capital psicológico y de la inteligencia emocional sobre la satisfacción laboral es amplificado por la extraversión y atenuado por el neuroticismo; en contraste, el efecto indirecto negativo del cinismo organizacional se encuentra fortalecido por el descontrol emocional y amortiguado por la extraversión. Se discuten los resultados y se señalan las fortalezas y limitaciones del estudio.Palabras clave: capital psicológico, cinismo organizacional, rasgos de personalidad, inteligencia emocional, estrategias de actuación emocional. Job Satisfaction: An Explanatory Model Based on Dispositional Variables SummaryThe article verifies an explicative model of job satisfaction based on the relationship of dispositional variables. It proposes a moderated multiple regression models analyzed in a multi-occupational sample of 575 Argentinian workers. The empirical verification indicated that the indirect positive effect of psychological capital and emotional intelligence on job satisfaction is amplified by extroversion and tempered by neuroticism; in contrast, the negative indirect effect of organizational cynicism is strengthened by emotional lack of control and tempered by extroversion. The article discusses the results and indicates the study's strengths and limitation.Keywords: psychological capital, organizational cynicism, personality traits, emotional intelligence, emotional behavior strategies, job satisfaction. Satisfação Profissional: um Modelo Explicativo Baseado em Variáveis DisposicionaisResumo Verifica-se um modelo explicativo da satisfação profissional baseado na relação de algumas variáveis disposicionais. Propõe-se um modelo de mediação múltipla moderada, que foi analisado numa amostra multiocupacional de 575 trabalhadores argentinos. A verificação empírica indicou que o efeito indireto positivo do capital psicológico e da inteligência emocional sobre a satisfação organizacional é amplificado pela extroversão e amenizado pelo neuroticismo; em oposição, o efeito indireto negativo do cinismo organizacional se encontra fortalecido pelo descontrole emocional e suavizado pela extroversão. Discutem-se os resultados e indicam-se as fortalezas e as limitações deste estudo.Palavras-chave: capital psicológico, cinismo organizacional, estratégias de atuação emocional, inteligência emocional, personalidade traço.

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“…Individuals with a high level of extraversion effectively function and have greater sense of well-being not only in an intrapersonal, but also in a social sense. Extraversion predicts resilience against the development of psychopathologic tendencies (Wilt & Revelle, 2009). Extraverts enjoy being a leader (Blickle et al, 2015), since they are persuasive, outgoing and achievement-motivated.…”

Section: 31mentioning

confidence: 99%

The Road to Teacher Burnout and its Possible Protecting Factors – A Narrative Review

Nagy

2017

RSS

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In this review study personality characteristics and workplace environment variables (with special attention to classroom conditions) areinvestigated regarding the phenomenon of teacher burnout in order to discover the basis of an effective intervention program. Regardingthe studies, the Maslach Burnout Inventory Educational Survey for burnout measurement(Maslach, Schaufeli, & Leiter, 2001)was applied in all of the researches. Samples have been collected from the USA and several countries of Europe. According to the results, workload and social support turned out to be major influencing factors as much aswork characteristicsare concerned, and positive affectivity, emotional stability and self-efficacy were the major influencing variables as much as personality characteristicsare concerned. As a conclusion of the correlating tendencies, a hypothesized model has been created, in order to explain the process of how an individual responds to his or her environment in the process of burnout, where the steps are: (1) emotional traits (e.g.: emotional stability, positive affectivity, extraversion) -> (2) perceived work environment and work characteristics -> (3) consideration about one’s ability to cope (self-efficacy, self-confidence) -> (4) choice of a coping strategy -> (5) influence on the level of burnout (either increase or decrease).

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Want a tip? Service performance as a function of emotion regulation and extraversion.

Cited by 174 publications

References 77 publications

Seeing you seeing me: Stereotypes and the stigma magnification effect.

Seeing you seeing me: Stereotypes and the stigma magnification effect.

Satisfacción Laboral: Un Modelo Explicativo Basado en Variables Disposicionales

The Road to Teacher Burnout and its Possible Protecting Factors – A Narrative Review

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