A conceptual model articulating the nature of customer expectations and satisfaction over services was proposed with emotional factors. Five propositions about consumer emotional service expectations as a primary antecedent toward confirmation, perceived quality, and satisfaction were provided. As moderators, two dimensions of consumer detection of emotional labor (i.e., detecting deep acting and surface acting) were imposed on each of the relationships. Evidence demonstrated the roles of emotional service expectation in service confirmation and satisfaction. (...) The moderating effects of consumer detection of employees’ emotional strategies were limited to the relationship between emotional service expectation and confirmation; its relationship was weakened by detections of surface acting while other relationships were not moderated by detections of deep nor surface acting. Structural equation modeling analyses were conducted using online survey data targeting consumers in the hotel / restaurant industry. (shrink)

Emotions signal flaws in the person’s anticipation systems, or in other words, in aspects of models of how the world works. As these models are essentially shared in society, emotional challenges e...

This study contributes to the constantly accumulating evidence on the effects of customer incivility (CI) on service employee exhaustion. Previous research has demonstrated that surface acting (SA) acts as a mediating variable in the relationship between CI and exhaustion. This study extended prior findings in two ways. The results of Study 1 (315 retail sales employees, 62.2% female) demonstrated that SA mediates the positive relationship between CI and exhaustion while controlling for employees’ trait positive and negative affectivity (NA). The (...) results of Study 2 (292 customer service representatives, 51% female) supported a moderated mediation model demonstrating that trait emotional intelligence (EI) buffers the direct and indirect (through SA) effects of CI on exhaustion. Specifically, it was found that employees exposed to many uncivil customer behaviors but high in trait EI reported using less SA and, thus, experienced fewer exhaustion symptoms than their low in trait EI counterparts. These results highlight EI as an important personal resource that mitigates the adverse effects of CI on service employees’ exhaustion, and suggest that organizations should consider implementing EI training programmes for their frontline service employees. (shrink)

Dysfunctional customer behavior is common in service settings. For frontline employees, negative encounters can cause short-term despondency or have profound, long-term psychological effects that often result in both direct and indirect costs to service firms. Existing research has explored the influence of dysfunctional customer behavior on employee emotions, but it has not fully investigated the psychological mechanism through which customer misbehavior transforms into employee responses. To maintain service quality and employee well-being, it is important to understand the (...) impact of customer misconduct on employee emotions and its effect on subsequent service behavior. To assess the process through which dysfunctional customer behavior manifests as negative emotions in frontline service employees, and the influence of negative employee emotions on their prosocial service behavior, we surveyed 185 frontline banking service employees. We sought information on service employee experiences, attitudes, and feelings regarding dysfunctional customer behaviors, the perceived level of supervisor support, and employee prosocial service behavior intentions. Structural equation modeling and hierarchical linear modeling were used for statistical analysis and hypothesis verification. Results indicate that dysfunctional customer behavior has a positive relationship with bank service employee negative emotions and a negative influence on employee prosocial service behavior. The study found that negative emotions fully mediated the relationship between dysfunctional customer behavior and prosocial service behavior. The moderating role that perceived supervisor support plays on the relationships between dysfunctional customer behavior and negative emotion was also investigated. The results show that perceived supervisor support moderates the relationship between dysfunctional customer behavior and negative employee emotions. Finally, the study provides bank managers with effective strategies to assist frontline employees to manage and deter dysfunctional customer behavior, and presents employees with internal recovery strategies when encountering dysfunctional customer behavior. (shrink)

Traditionally, most of the research on occupational burnout has focused on organizational stressors, such as workload and time pressure, and has overlooked the emotional nature of customer service work and its effect on burnout. This study was designed to examine the effects of individuals’ affective traits and affective states on burnout. The main hypothesis of this study was that emotional intelligence acts as a moderator in the relationship between negative emotions felt by employees during their interactions with (...) clients and emotional exhaustion. A total of 137 service sector employees rated the extent to which they felt four positive emotions and four negative emotions while interacting with clients. The results indicated that negative affectivity was significantly associated with higher levels of emotional exhaustion, whereas high positive affectivity showed the reverse pattern. It was also observed that employees who declared greater intensity of negative emotions reported more symptoms of emotional exhaustion. However, as predicted, this effect was observed only among employees who were low in the trait of emotional intelligence. Negative emotions and emotional exhaustion were unrelated among employees who were high in trait emotional intelligence. (shrink)

Processing and recognizing facial expressions are key factors in human social interaction. Past research suggests that individuals with autism spectrum disorder present difficulties to decode facial expressions. Those difficulties are notably attributed to altered strategies in the visual scanning of expressive faces. Numerous studies have demonstrated the multiple benefits of exposure to pet dogs and service dogs on the interaction skills and psychosocial development of children with ASD. However, no study has investigated if those benefits also extend to the (...) processing of facial expressions. The aim of this study was to investigate if having a service dog had an influence on facial expression processing skills of children with ASD. Two groups of 15 children with ASD, with and without a service dog, were compared using a facial expression recognition computer task while their ocular movements were measured using an eye-tracker. While the two groups did not differ in their accuracy and reaction time, results highlighted that children with ASD owning a service dog directed less attention toward areas that were not relevant to facial expression processing. They also displayed a more differentiated scanning of relevant facial features according to the displayed emotion. Results from the present study suggest that having a service dog and interacting with it on a daily basis may promote the development of specific visual exploration strategies for the processing of human faces. (shrink)

This research demonstrates that interpersonal emotion regulation—attempts to manage others’ feelings—influences consumer perceptions during sales and service interactions impacting brand trust and loyalty. Building on previous research linking interpersonal emotion regulation to improved outcomes between people, across five experiments, we demonstrate that antecedent-focused interpersonal emotion regulation strategies result in enhanced brand loyalty and brand trust compared to response-focused interpersonal emotion regulation strategies. Analysis of mediation models reveals this effect is explained by changes in the consumer’s emotions, which in turn (...) influence evaluations of the service interaction and subsequently impacts brand outcomes. We identify reactance as a moderator of this effect, such that customers with low reactance to interpersonal regulation attempts exhibit more favorable brand trust and loyalty evaluations. Further, we demonstrate that the visibility of interpersonal emotion regulation represents an important boundary condition. These findings support the process model of interpersonal emotion regulation and generate important insights for both theory and practice. (shrink)

Since service providers directly conduct emotional labor to customers, it is important to identify the factors influencing emotional labor of service providers. Even though the studies identifying the predisposing factors influencing emotional labor are taking place, there is no empirical evidence confirming how relationship bonds, which have been established between corporations and service providers, are related to emotional labor. This study examined the influences of relationship bonds on emotional labor through person-organization fit (...) (P-O fit) and the moderating effects of collectivism between P-O fit and emotional labor. Analysis was conducted by performing questionnaire surveys targeting 365 employees in the financial industry. As a result of the analysis, it has been found that financial bonds, social bonds, and structural bonds enhanced P-O fit and P-O fit improved deep acting. In addition, this study identified that collectivism of service providers strengthened the influence of P-O fit toward deep acting. This study not only suggested the empirical evidence identifying the process of relationship bonds influencing emotional labor but also expanded the scope of study by examining moderating roles of collectivism in cultural psychology aspect. (shrink)

Recently, teacher emotions have become the focus of research in teacher education. Teacher emotions not only affect teachers themselves but also have an impact on their students. However, pre-service teachers’ emotions have been neglected. This study is based on a qualitative analysis of online emotional diaries related to emotional experience expression by 120 Chinese pre-service teachers before, during, and after teaching practice. The results in this study show three characteristics of pre-service teachers’ emotional experiences: (...) the overall positive emotions are higher than negative emotions; “caring” and “nervous” are the most typical emotions and variability in emotional experience across gender and internship schools. Then, it is surprising that pre-service teachers’ emotional trajectories are complex and dynamic, positive emotions are decreasing, and negative emotions increase as time goes by. Finally, from the perspective of emotional experience sources, organizational factors affect the emotional experience, personal factors, and background factors. (shrink)

This article explores Academic Service Learning as a teaching method which bridges the gap between academic requirements for learning and the need of society to have individuals willing to give their time and effort to benefit others in need. Students as part of a course learning requirement engaged in a consulting project whereby a non-profit organization was advised on both short term and long term planning. Students were exposed to the operational needs of the organization as well as the (...) dependency of the needy on their services. A pre- and post- survey was administered which focused on any perceived changes in Emotional Intelligence experienced by the students upon completion of the project. The results indicated that student’s EI was affected by the learning project in terms of how they feel about themselves and their overall effort levels. (shrink)

Service providers working for a service organization are asked to express such positive emotions as joy, pleasure, and politeness required at the organizational level rather than their natural emotions they are experiencing at the moment. They cannot express their emotion they are actually going through and accordingly, their level of emotional labor and emotional dissonance influence on their job commitment and trust toward their organization. This study thus set out to investigate the effects of leading variables (...) of emotional labor on the level of emotional labor and the impact of emotional labor on organizational trust and organizational commitment with a subject group of college administrative staffs. Three underlying factors such as job stress, intimacy, and professionalism were identified as the determinants of emotional labor. Conceptual background about job stress, intimacy, emotional labor, and organizational effectiveness as the core variables of the study was investigated. Based on the conceptual background and our research questions, 5 research hypotheses and the proposed research model regarding the effects of emotional labor on organizational commitment and trust were developed. We also tried to include the moderating effects of work environment and gender of service providers on the research model. Unlike many different studies on emotional labor from the traditional perspective of service, this study also offers a practical implication by expanding and applying it to the field of college administrative service, which is an area where service providers are in the different working environment from the traditional company work environment. Finally, the managerial implications and the limitations of the study were also discussed. (shrink)

This paper seeks to contribute to the field of transitional justice by adding new insights about the role that trials of victimizers can play within democratization processes. The main argument is that criminal proceedings affirming the value of equal respect and concern for both victims and abusers can contribute to the socialization of citizens’ politically relevant emotions. More precisely, using law constructively to engage public resentment and indignation can be successful to the extent that legality is not sacrificed. In order (...) to locate this argument within the rich literature on the pedagogical functions of transitional trials this paper enters a dialogue with three emblematic texts. Lawrence Douglas’s narrative jurisprudence approach, Judith Shklar’s critique of the limits of legalism, and Marc Osiel’s interest in ‘discursive solidarity’ represent starting points for a more complex conceptualization of the relationship between democracy, law and emotional education within transformational periods. (shrink)

This study sought to examine the effect of the quality of chatbot services on customer satisfaction, repurchase intention, and positive word-of-mouth by comparing two groups, namely chatbots with and without emotion words. An online survey was conducted for 2 weeks in May 2021. A total of 380 responses were collected and analyzed using structural equation modeling to test the hypothesis. The theoretical basis of the study was the SERVQUAL theory, which is widely used in measuring and managing service quality (...) in various industries. The results showed that the assurance and reliability of chatbots positively impact customer satisfaction for both groups. However, empathy and interactivity positively affect customer satisfaction only for chatbots with emotion words. Responsiveness did not have an impact on customer satisfaction for both groups. Customer satisfaction positively impacts repurchase intention and positive word-of-mouth for both groups. The findings of this study can serve as a priori research to empirically prove the effectiveness of chatbots with emotion words. (shrink)

Rural homestay is an important driver for developing rural tourism, which still grows against the wind in the post-epidemic era of the COVID-19 virus and shows unique attributes that are different from those of the traditional hospitality industry. Based on the five-dimensional model of fine service theory, this study introduces culture as a unique dimension to construct a six-dimensional model of rural homestay fine service and explores the influencing mechanism of rural homestay fine service on customer loyalty. (...) This study successively used expert interviews and questionnaires to develop the structural equation model through SPSS 26.0 and AMOS 24.0. The results showed that culture, as a unique attribute of rural homestay, is another important factor influencing the level of rural homestay fine service besides privacy, responsiveness, empathy, comfort, and psychological quality. Customer emotion of rural homestays significantly impacts customer loyalty and fully mediates the relationship between fine service and customer loyalty. This study verifies the effectiveness of fine service theory in the research of rural homestay good service and provides a new measuring tool, which has the potential to enrich and develop the exploration of fine service. (shrink)

Research on the relationship between emotions and job performance is ubiquitous, yet few scholars have examined the combined effects of different emotions. Drawing on the broaden-and-build theory and conservation of resources theory, we propose that employees’ daily emotion fluctuations will affect their service performance in opposite directions. Furthermore, we propose these effects will be moderated by psychological [i.e., regulatory emotional self-efficacy ] and physiological characteristics of the employees. Based on the experience sampling method, data obtained from 187 frontline (...) employees of 35 bank branches over 18 consecutive days supports our hypotheses. (shrink)

Improving the user stickiness becomes increasingly valued, due to the severe user churn of livestreaming services. Previous studies pay much attention to the influencing factors of technology on user stickiness, ignoring the emotional factors. This study examined the impact of the emotional labor of network anchors on user stickiness in the context of livestreaming service. We extended prior findings in three ways. The results of Study 1 demonstrated that the emotional labor of network anchor positively influenced (...) user stickiness, and immersion experience plays a mediating role. The results of Study 2 demonstrated that the deep acting strategies of emotional labor had a stronger effect when compared with surface acting strategies. The results of Study 3 demonstrated that the effect of emotional labor on user stickiness was stronger for the users with prevention focus compared with promotion focus. Based on the perspective of emotional labor, this study extends the previous research on user stickiness and is valuable for guiding the practice of livestreaming services. (shrink)

This study examined the prevalence and impact of imposter syndrome on a sample of pre-service educators. We report a majority of pre-service educators experience IS; 93% experience moderate levels and 54% had frequent or severe levels of imposter thoughts, and further that IS was negatively associated with educator well-being. We also investigated the effects of minority group membership on experiences of IS, and found that IS was more severe for women and queer minorities, but less severe for racial (...) minorities. Lastly, we investigated the potential for healthy emotion regulation to mitigate the effects of IS on pre-service educator well-being and found that adaptive emotion regulation strategy use mitigates the effects of IS, which may provide a viable means for addressing this pervasive issue among educators, and specifically among those with minoritized identities. We discuss the implications of our findings for educational training and improving the experiences of pre-service educators. (shrink)

This chapter contains sections titled: Emotions in the service of cognition Cognitive emotions.

The paper is structured as follows. §1 lays out the worry that the FA analysis fosters a revisionary understanding of emotional values. §2 introduces the distinction between enablers and favourers and how it is pressed into service by Toni to reply to this worry. While I agree that the reply is attractive, since casting emotions in the role of enablers chimes well with how we pre-theoretically understand the relations between emotions and values, I observe that doing so requires (...) that we tackle two connected issues. First, how do emotions function as value enablers? Second, is the resulting picture compatible with the FA analysis? The rest of the discussion is structured around these issues. §3 looks at the role of emotions within the FA analysis so as to specify the kind of enabling role they can play. On this backdrop, I explore in §4 a contrast between how belief relates to truth and how emotions relate to values, a contrast which helps uncover what we are after. A first reaction to this contrast, according to which emotions are value enablers by allowing us to access values, which differ from truth, is examined in §5. I argue that this idea cannot do justice to the key insight of the FA analysis. §6 defends an alternative idea, according to which emotions are enablers in virtue of their attitudinal shapes. (shrink)

Military service in general and combat service in particular can be physically and psychologically stressful. Previous studies have focused on risk propensity and risky behavior among soldiers. Yet knowledge is still lacking regarding the impact of type of army service on soldiers’ risk perceptions. The current study examines how type of army service and negative incidental emotions affect risk perceptions. Results of a survey conducted among 153 combat and non-combat Israeli soldiers indicate that respondents serving in (...) combat units on average have more pessimistic risk perceptions than non-combat soldiers. Yet no significant differences emerged between combat and non-combat respondents with respect to their levels of negative incidental emotions. Regression analyses suggest that higher levels of negative incidental emotions are correlated with pessimistic risk perceptions among all respondents, while higher levels of risk attitude are correlated with pessimistic risk perceptions among combat soldiers but not among non-combat soldiers. (shrink)

Emergency services personnel are a high stress occupation, being frequently confronted with highly consequential stressors and expected to perform: without fault; under high pressure; and in unpredictable circumstances. Research often invokes similarities between the experiences of emergency services personnel and elite athletes, opening up the possibility of transferring learnings between these contexts. Both roles involve genuine risks to emotional wellbeing because their occupations involve significant stress. Similarly, both roles face obstacles and injury, and their “success” is dependent on high-quality (...) execution of their skills under pressure. As such, both occupations are required to have resilience and effective coping abilities to ensure psychological well-being. Researchers suggest emotional awareness may be a key variable in the management and maintenance of resilience. This study: explored the experiences of emergency services personnel; characterised connections between emotional awareness and resilience; and reflected on the ways these findings can be extrapolated to elite athletes. We analysed 11 interviews with emergency services personnel. Participants identified resilience as crucial when coping with stress, however, many defined resilience as remaining unaffected by stress rather than, for example, managing and responding to it. Participants defined emotional awareness as understanding their emotions, and they recognised associated benefits for coping, resilience, and burnout. Nevertheless, most participants did not engage in practices to improve their emotional awareness. Barriers, such as maladaptive beliefs and help-seeking stigma, interfered with participants’ ability to cultivate emotional awareness, to promote resilience. In contrast, some participants described profound improvements in resilience and coping following the cultivation of emotional awareness. This finding illustrates that systemic change must target the individual, team, and organisation to correct misperceptions about resilience, emotional awareness, and psychological help-seeking. Developing emotional awareness may help emergency services personnel and other high stress occupations like elite athletes process difficult experiences and enhance their resilience, promoting well-being, and career longevity. (shrink)

Journal of Human Values, Volume 28, Issue 2, Page 115-128, May 2022. Is emotional labour a burden or a boon to service providers who have greater workplace spirituality? We test a moderated mediation model in which emotional exhaustion mediates the conjoint effect of WS and emotional labour on job satisfaction. Linking conservation of resources theory with the mechanism of ‘value congruence’ in person–environment fit theory, we theorize that spiritual values are a key factor in generating necessary (...) resource gains for deep acting due to the value fit of these two motivational vectors. As a boundary condition for use of the benefits of DA, WS can bridge the gap between theoretical assumptions concerning the benefits of DA and the lack of empirical evidence that DA mitigates emotional exhaustion. Concurrently, we challenge the perception of WS as universally beneficial to employees’ wellbeing by proposing that WS amplifies the detrimental effects of surface acting because the externalized and inauthentic nature of this type of emotional regulation transgresses basic spiritual values. Our hypotheses find support in a study of 196 Israeli service providers at inbound call centres. (shrink)

This study explores the impact mechanism of perceived risk and negative emotions on the service recovery effect of an online travel agency through a scenario experiment. The results show that: perceived risk has positive and negative impacts on negative emotions and service recovery satisfaction, negative emotions have a negative impact on service recovery satisfaction, and corporate reputation plays a positive moderating role in the relationship between perceived risk and service recovery satisfaction. This study is helpful to (...) better explain the impact mechanism of the service recovery effect of OTAs, and to provide a theoretical reference for improving the service recovery effect of OTAs. (shrink)

A subset of people with severe mental health conditions feels they are on the verge of losing control, even in the absence of external threats or triggers. Some go to extreme ends to avoid affective arousal and associated expectations of a possible, impending catastrophe. We have learned about such phenomenological, emotional challenges in a group of individuals with severe, composite mental health problems and psychosocial disabilities. These individuals have had long treatment histories in the mental health care system. They (...) have been encountered at a specialized inpatient ward offering exposure-based therapy that aims at restoring self-regulation and recovery. We describe the phenomenology of anxiety and fear presented by these service users, a fear we have coined existential catastrophe anxiety. We also suggest a set of underlying, interacting, psychological mechanisms that may give rise to ECa, before comparing ECa with three other constructs previously described in the literature—annihilation anxiety, ontological insecurity, and affect phobia. These comparisons show several similarities, but also unique qualities with ECa and its suggested underlying mechanisms. The conceptualization of ECa may aid clinicians in addressing extreme experiential turmoil and engage service users in empowering therapeutic projects. (shrink)

Emotions play an important part in moral life. Within clinical ethics support (CES), one should take into account the crucial role of emotions in moral cases in clinical practice. In this paper, we present an Aristotelian approach to emotions. We argue that CES can help participants deal with emotions by fostering a joint process of investigation of the role of emotions in a case. This investigation goes beyond empathy with and moral judgment of the emotions of the case presenter. In (...) a moral case deliberation, the participants are invited to place themselves in the position of the case presenter and to investigate their own emotions in the situation. It is about critically assessing the facts in the case that cause the emotion and the related (moral) thoughts that accompany the emotion. It is also about finding the right emotion in a given situation and finding the right balance in dealing with that emotion. These steps in the moral inquiry give rise to group learning. It is a process of becoming open towards the perspectives of others, leading to new insights into what is an appropriate emotion in the specific situation. We show how this approach works in moral case deliberation. A physician presents a situation in which he is faced with a pregnant woman who is about to deliver multiple extremely premature infants at the threshold of viability. The moral deliberation of the case and the emotions therein leads to the participants’ conclusion that “compassion” is a more adequate emotion than “sadness”. The emotion “sadness” is pointed towards the tragedy that is happening to the woman. The emotion “compassion” is pointed towards the woman; it combines consideration and professional responsibility. Through the shift towards compassion, participants experienced more creativity and freedom to deal with the sad situation and to support the woman. The paper ends with an analysis and reflection on the deliberation process. In the conclusion we argue for more attention to emotions in clinical ethics support and offer some directions for doing this in the right way. (shrink)

Profit-oriented service sectors such as tourism, hospitality, and entertainment are increasingly looking at how professional service robots can be integrated into the workplace to perform socio-cognitive tasks that were previously reserved for humans. This is a work in which social and labor sciences recognize the principle role of emotions. However, the models and narratives of emotions that drive research, design, and deployment of service robots in human–robot interaction differ considerably from how emotions are framed in the sociology (...) of labor and feminist studies of service work. In this paper, we explore these tensions through the concepts of affective and emotional labor, and outline key insights these concepts offer for the design and evaluation of professional service robots. Taken together, an emphasis on interactionist approaches to emotions and on the demands of affective labor, leads us to argue that service employees are under-represented in existing studies in human–robot interaction. To address this, we outline how participatory design and value-sensitive design approaches can be applied as complimentary methodological frameworks that include service employees as vital stakeholders. (shrink)

Emotion work is usually defined as the psychological processes necessary to regulate emotions that are desired in specific private life conditions. When controlling the intensity and quality of the individual’s feelings is related to the public sphere and undertaken for reasons associated with paid work it is called emotional labor. Such employment occurs in contemporary service economies where the provision of services is often related to “selling feelings,” which is mainly performed by women.

This study evaluated how call center agents manage their emotions when interacting with customers with different emotional states. The coping mechanisms employees develop through experience can impact their communication and satisfaction with customer service. A study was conducted using a descriptive-correlational design in three Business Process Outsourcing companies in Cebu City, Philippines. The study aimed to determine employees' agreement and effectiveness in self-awareness, self-management, social awareness, and relationship management. An online sample size calculator was used to gather data, (...) and 150 respondents were chosen out of 243 call center agents. The data was analyzed using simple frequency, percentage, weighted mean, and ANOVA type III. The study indicates that age is crucial in the respondents' self-management (F ratio= 3,146, p= .412). This suggests that BPO employees become better at managing themselves as they get older. Additionally, the study respondents' monthly income significantly impacts their social awareness level (F ratio= 5,144, p= .040). This means that those with higher incomes tend to have greater social awareness than those with lower incomes. The BPO industry should prioritize candidates with high emotional intelligence during hiring. They can better adapt to the fast-paced work environment. Graveyard shift workers should receive higher wages and benefits. Employees should attend workshops on management, leadership, and emotional intelligence. Annual team-building events should also be considered for a positive work environment. (shrink)

Given the fundamental role of emotional intelligence in learning, especially in virtual learning contexts where individuals experience more stress and anxiety, the need to understand and recognize one's own feelings and the mutual feelings of peers has gained more importance. Flow as the ultimate state in harnessing emotions in the service of performance and learning has been introduced as the main reason for one's willingness to perform activities which are connected to no external motivation. In this regard, the (...) present study was conducted to first introduce a new educational program to enhance the EI level in the English as a foreign language online education environment and next to investigate the possibility of raising EFL learners' perceived flow. To achieve these goals, the study recruited a sample of 67 EFL learners who were next divided into experimental and control groups. The experimental group received the EI intervention over 10 weeks and the control group received the ordinary online EFL instruction. Data were collected through EI and flow questionnaires and semi-structured interviews which focused on learners' perception of the EI intervention and signs of enhanced flow. Statistical analysis of the data showed a positive effect of the program on the learners' EI and their perceived flow. The study emphasizes the role of applying positive emotions in making language learners more engaged in online classroom tasks. (shrink)

In lieu of an abstract, here is a brief excerpt of the content:Philosophy, Psychiatry, & Psychology 10.4 (2003) 353-355 [Access article in PDF] Emotions and Narrative Selves Valerie Gray Hardcastle In their commentaries, both Phillips (2003) and Woody (2003) agree that the affective side of personhood needs to be better addressed in narrative views of self. In their arguments, they focus mainly on how a patient or a subject is here and now. In contrast, Kennett and Matthews (2003) take a (...) longer view and argue for the importance of a diachronic unity for selfhood. This commentary seeks to integrate these views by discussing how emotions are central to building our personal sense of unified agency. 1Phillips and Woody are right: most philosophical discussions of the narrative view of self are overly cognitive and focus too much attention on our linguistic story-telling abilities and not enough on what it is like to be a person experiencing the world. This is too bad, for it is our affective reactions that drive our personal life narratives. Consider: of all the experiences in the world, we only chose a small subset to become or represent who we are. I regularly eat cold cereal for breakfast before heading off to work, but if you ask me to describe myself, I describe my work or my children, not my breakfast-eating habits. Why is this? I identify with my work, my family life, or my play, but not with my sleeping patterns, the trajectories I chose when I drive, or how I brush my teeth. How is it that I have selected the former activities to highlight in my self-stories, but not the latter?I maintain that I choose the former because I have strong affective ties to them, ties that I do not have to driving routes or personal hygiene. And these ties are what determine what gets into our narratives of self. Actually, my claim is stronger than that. I believe that our emotions not only color what we do but they also allow us to act in the first place (this discussion is greatly expanded in my forthcoming book).Humans delight in pretending that our most prized and most humanly attribute is our forebrain, which houses, we also pretend, our capacity for rational thought. Since Plato at least we have held that subduing our passions to the iron rule of reason is our supreme aspiration; it is the ideal for human cognition. Ironically, we think that the more we are like Star Trek's alien Mr. Spock, the more human we really are.But what would life really be like with an overdeveloped forebrain and without emotion? Let us consider more carefully what it is we really prize about being human. We can rationalize well, it is true, but we do so in the service of personal goals. As Aristotle reminds us, we have practical rationality; we have means-ends reasoning with a point. This is just another way of saying that it is imperative that we identify what is important to us prior to cognizing.Obviously, one might scoff, we need an end to engage in means-ends reasoning. But often, I think, what having an end entails is not well appreciated. These days it is fashionable to believe that our fundamental ends—survival and reproduction—are set by our biology and that all [End Page 353] other ends (or most other ends) derive from them in some fashion. Maybe this story is true, but it obscures how ends—whether they be hardwired in or they come later—function in the human psyche.At a bare minimum, that we have particular ends tells us that we have to tag our abstractions, interpretations, and matched patterns with valances—some things are good, some things are bad, and some are indifferent. Tagging our experiences thus is just what it means to have emotions; we are reacting affectively to our world around us. And it is these reactions that determine which inputs we respond to and which we ignore. We literally cannot move about in our world without emotion. I think, perhaps, that this fact is what Phillips and Woody are... (shrink)

Previous studies have used various external variables and parameters as well as moderator variables such as emotional intelligence have been to understand emotional labor and its related problems. However, a comprehensive model to study such variables’ correlations with each other and their overall effect on emotional labor has not yet been established. This study used a structural equation model to understand the relationship between employees’ expression of emotional labor and perception of customer feedbacks. The study also (...) looked at how the perception of customer feedback affects emotional exhaustion in order to understand how emotional exhaustion affects job satisfaction and turnover intentions. Further, in order to fully understand the effects of emotion on emotional labor at the service contact points, this study developed and tested a model of emotional labor with 4 factors of emotional intelligence as moderating factors. 579 emotional labor workers in service industries in the U.S. were collected and 577 valid survey results have been analyzed. The result shows that there exists moderating effects of emotional intelligence on how employees’ Deep Acting and Surface Acting recognize customers’ reactions, both positive and negative, that would affect employees’ Emotional Exhaustion and Job Satisfaction, and hence, Turnover Intention. The result suggests that employees with better understanding of their own emotions, although they are more likely to recover from emotional exhaustion, experience a greater negative effect when there is a discrepancy between what they feel and how they should act. (shrink)

A major paradox of modern happiness gained wide public exposure in 1776 when Thomas Jefferson substituted the phrase “the pursuit of happiness” in place of Locke’s formulation: “life, liberty, and property.” In substituting happiness for property, Jefferson obscured the central hypocrisy of the Revolution, that—as contemporaries complained—the “loudest yelps for liberty” were made by those practicing slavery. Jefferson elided the overlap between the pursuit of happiness and the protection of human property. And he blurred the connection between the assertion of (...) slave power and the creation of a broad emotional hegemony in the service of multifaceted projects of political-economic mastery. Today, historians of emotion face an urgent need to explore the deep roots of this feeling in systems of unfreedom. (shrink)

In clinical moral decision making, emotions often play an important role. However, many clinical ethicists are ignorant, suspicious or even critical of the role of emotions in making moral decisions and in reflecting on them. This raises practical and theoretical questions about the understanding and use of emotions in clinical ethics support services. This paper presents an Aristotelian view on emotions and describes its application in the practice of moral case deliberation.According to Aristotle, emotions are an original and integral part (...) of (virtue) ethics. Emotions are an inherent part of our moral reasoning and being, and therefore they should be an inherent part of any moral deliberation. Based on Aristotle's view, we examine five specific aspects of emotions: the description of emotions, the attitude towards emotions, the thoughts present in emotions, the reliability of emotions, and the reasonable principle that guides an emotion. We then discuss three ways of dealing with emotions in the process of moral case deliberation. Finally, we present an Aristotelian conversation method, and present practical experiences using this method. (shrink)

ABSTRACT: Are there justified emotions? Can they justify evaluative judgements? We first explain the need for an account of justified emotions by emphasizing that emotions are states for which we have or lack reasons. We then observe that emotions are explained by their cognitive and motivational bases. Considering cognitive bases first, we argue that an emotion is justified if and only if the properties the subject is aware of constitute an instance of the relevant evaluative property. We then investigate the (...) roles of motivational bases. Finally, we argue that justified emotions are sufficient for justified evaluative judgements. View HTML Send article to KindleTo send this article to your Kindle, first ensure [email protected] is added to your Approved Personal Document E-mail List under your Personal Document Settings on the Manage Your Content and Devices page of your Amazon account. Then enter the ‘name’ part of your Kindle email address below. Find out more about sending to your Kindle. Find out more about sending to your Kindle. Note you can select to send to either the @free.kindle.com or @kindle.com variations. ‘@free.kindle.com’ emails are free but can only be sent to your device when it is connected to wi-fi. ‘@kindle.com’ emails can be delivered even when you are not connected to wi-fi, but note that service fees apply. Find out more about the Kindle Personal Document Service.From Justified Emotions to Justified Evaluative Judgements*Volume 51, Issue 1JULIEN A. DEONNA and FABRICE TERONI DOI: https://doi.org/10.1017/S0012217312000236Your Kindle email address Please provide your Kindle [email protected]@kindle.com Available formats PDF Please select a format to send. By using this service, you agree that you will only keep articles for personal use, and will not openly distribute them via Dropbox, Google Drive or other file sharing services. Please confirm that you accept the terms of use. Cancel Send ×Send article to Dropbox To send this article to your Dropbox account, please select one or more formats and confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about sending content to Dropbox. From Justified Emotions to Justified Evaluative Judgements*Volume 51, Issue 1JULIEN A. DEONNA and FABRICE TERONI DOI: https://doi.org/10.1017/S0012217312000236Available formats PDF Please select a format to send. By using this service, you agree that you will only keep articles for personal use, and will not openly distribute them via Dropbox, Google Drive or other file sharing services. Please confirm that you accept the terms of use. Cancel Send ×Send article to Google Drive To send this article to your Google Drive account, please select one or more formats and confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about sending content to Google Drive. From Justified Emotions to Justified Evaluative Judgements*Volume 51, Issue 1JULIEN A. DEONNA and FABRICE TERONI DOI: https://doi.org/10.1017/S0012217312000236Available formats PDF Please select a format to send. By using this service, you agree that you will only keep articles for personal use, and will not openly distribute them via Dropbox, Google Drive or other file sharing services. Please confirm that you accept the terms of use. Cancel Send ×Export citation Request permission. (shrink)

Applying Fineman’s vulnerability theory, this paper will explore the role of emotions within the legal profession and the specific vulnerabilities that arise from their traditional and contemporary treatment within law. It will consider how the notion of professionalism in law has traditionally disregarded or excluded emotions as irrelevant or even dangerous in a manner which is philosophically and psychologically flawed as well as damaging to mental health and wellbeing. This approach has created longstanding unacknowledged vulnerabilities for the profession as a (...) whole and individual practitioners. It will then explore how the shifting legal services landscape, and the resultant evolution of the profession, has led to a growing contemporary interest in the use of emotional competencies (often characterised as ‘soft skills’ or ‘emotional intelligence’). These are now increasingly exploited as tools to enhance profitability. However, this leads to a dichotomy as, despite their increasing utilisation, emotions are still not fully acknowledged or incorporated within law’s core professional values. This generates further individual and institutional vulnerabilities around mental health and wellbeing which require urgent attention to ensure the health of the contemporary profession. The paper concludes with suggestions for reforms to alleviate these vulnerabilities and promote greater future resilience within law. (shrink)

Ethics is an attempt to guide human conduct and it is also an attempt to help man in leading good life by applying moral principles. Ethics refers to well based standards of right and wrong that prescribe what humans ought to do, usually in terms of rights, obligations, benefits to society, fairness, or specific virtues. Ethics is related to issues of propriety, rightness and wrongness. What is right is ethical and what is wrong is unethical. Value is an important conception (...) in ethical discussion. Values relate to the norms of a culture, but they are more global and abstract than norms. In certain cultures norms reflect the values of respect and support of friends and family. Different cultures reflect different values. Over the last three decades, traditional-age college students have shown an increased interest in personal well-being and a decreased interest in the welfare of others. Recently, the department of personnel and training has decided to change the pattern of the Civil Services Examination by stressing more on general studies and aptitude skills. A notification has been issued is this regard. From this year the Civil Services (Mains) will also have a separate paper on “ethics, integrity and aptitude”. The notification for the 2013 exam said the “paper (on ethics, integrity and aptitude) will include questions to test the candidate’s attitude and approach to issues relating to integrity, probity in public life and his problem-solving approach to various issues and conflicts in dealing with society”. There are six major sections (i) Ethics and Human Interfaith, (ii) Attitude, (iii) Emotional Intelligence, (iv) Contributions of Moral thinkers and philosophers of India and World, (v) Public/Civil Service Values and Ethics in Public Administration and (vi) Probity in Governance. In this paper an attempt is made to describe the values needed in public service sector and ethical principles might use in public administration and related to the V section of this syllabus. (shrink)

Nurses are the closest healthcare providers to patients and emotional labor is the most invisible part of nursing work. However, the management of emotions to promote organizational goals and to ensure patient satisfaction may have both positive and negative impacts on nurses' working life. The purpose of this cross‐sectional, descriptive study was to examine the emotional labor behaviors of nurses and their opinions on emotional labor. Two hundred nineteen nurses working at public hospitals in Ankara between September (...) and December 2018 participated to this study. Data were collected using the sociodemographic characteristics form and “The Scale of Emotional Labor Behavior for Nurses.” Nurses had higher scores on the deep and sincere emotional acting subdimensions of the emotional labor scale than the surface acting subdimension. Findings suggest that nurses act deeply and intimately, instead of surface acting. Most of the nurses expressed that nurses were emotionally affected when caring for patients; however, nurses had to control their feelings toward patients and behave professionally to meet the expectations of their managers, which may lead to an implicit emotional dissonance. Based on the results of this study, we suggest to support nurses emotionally and to incorporate the topic of emotional labor into educational programs. (shrink)

This report shares a study that explored the perceptions pre-service teachers have of middle school students. Participants were asked to complete the Adjective Checklist (ACL) by endorsing the words they considered most characteristic of a typical middle school student. Items most frequently endorsed indicated a predominantly negative perception (e.g. ?awkward?, ?confused? and ?emotional?). Implications for pre-service teacher training are discussed.

Despite the great promise that service learning has shown and the attention paid to it by educators, it is not commonly taken up in the courses or discussions of ethicists. But service learning should concern ethicists (especially applied ethicists) if it should concern anyone: ethicists frequently devote their courses and studies to questions of social responsibility and service learning provides a unique opportunity for students and teachers to fulfill that responsibility. After rehearsing several arguments for the basis (...) of social responsibility, the author relates these arguments to the duties of ethics teachers and ethics students and discusses the practical question of how to incorporate service learning into ethics classes. After recounting in detail his own attempt to do so, the author analyses a student survey from the course and summarizes the benefits and problems with his course’s implementation of service learning. Though students frequently found their service opportunity emotionally challenging, the author argues that the results of the class are encouraging. (shrink)

Carroll Izard completed his dissertation in 1952, beginning a career spanning more than six decades that coincided with clinical psychology maturing as a profession, and the birth of clinical science and cognitive neuroscience. Izard’s focus on discrete emotions as evolved systems that organize information, prepare responses, and shape the development of personality and relationships persisted through his career, despite “emotions” often being overshadowed by psychodynamic, behavioral, or cognitive perspectives. His theoretical work anticipated and now integrates contemporary neuroscience and relational perspectives. (...) Exploration of discrete emotions has kept lines of inquiry open that enrich our understanding of psychopathology. Izard also embraced clinical science, combining basic research with effectiveness studies addressing the unmet need for mental health services via emotion-focused interventions. (shrink)

Since the beginning of the 21st century, sentiment analysis has been one of the most active research fields in natural language processing. Now sentiment analysis technology has not only achieved significant results in academia, but also has been widely used in practice. From business services to political campaigns, sentiment analysis is used in more and more fields. Sentiment analysis is essentially to dig out the user’s emotional attitude from the massive emotional natural language text data, and analyze the (...) emotional dynamics of the text author through certain technical means. At present, there is almost no sentiment analysis in cross-media writing content, and it can rarely help cross-media writing vision to advance with the times and comprehensive improvement of writing ability to adapt to the current rapidly developing information society; the commonly used text media in the digital age are not. Then there is the only composition tool. Various new media appearing with the development of the ages continue to intervene in writing, and it is the general trend to cultivate media literacy in writing. The main content of this paper is the research on the emotional intensity of students’ Internet public Aiming at the shortcomings of the topic feature word selection in the sentiment tendency analysis of the students’ Internet public opinion, improvements have been made to facilitate the research on the sentiment intensity of the sentiment analysis of the students’ Internet public opinion. Sentiment analysis of students’ cross-media written text through an improved MapReduce combinator model. (shrink)

Teachers’ social-emotional competence is considered important to master the social and emotional challenges inherent in their profession and to build positive teacher-student relationships. In turn, this is key to both teachers’ occupational well-being and positive student development. Nonetheless, an instrument assessing the profession-specific knowledge and skills that teachers need to master the social and emotional demands in the classroom is still lacking. Therefore, we developed the Test of Regulation in and Understanding of Social Situations in Teaching (TRUST), (...) which is a theory-based situational judgment test measuring teachers’ knowledge about strategies for emotion regulation and relationship management in emotionally and socially challenging situations with students. Results from three studies (N = 166 in-service teachers, N = 73 in-service teachers, N = 107 pre-service teachers) showed satisfactory internal consistency for both the emotion regulation and relationship management subtests. Furthermore, confirmatory factor analyses supported the differentiation between the two facets of social-emotional competence. Regarding convergent validity, results from Study 3 revealed a positive association between the profession-specific TRUST and pre-service teachers’ general emotional intelligence. Furthermore, small to moderate correlations with the Big Five personality traits provided evidence for the discriminant validity of TRUST. In Studies 1 and 2, we found evidence for a correlation with external criteria, that is, teachers with higher test scores reported providing more emotional support for students and having better teacher-student relationships. For teachers’ occupational well-being, we found a link with symptoms of depersonalization and job satisfaction, but none for emotional exhaustion. We will discuss the use of TRUST in research, for the evaluation of interventions, in teacher education, and professional development and will illustrate ideas for enhancing the tool. (shrink)

Organizations seeking to adopt a sustainable approach to people management need to pay particular attention to how their work environments impact employees’ wellbeing. Combining the disciplines of psychology and sustainable human resource management, this study explores the relationship between situational stimuli and wellbeing by examining how workplace structures impact employees’ emotions and behavior at work. Using a survey design, data from a sample of 408 New Zealand employees split across competitive and collaborative service environments are analyzed to see how (...) these influence the ubiquitous, yet discreet emotion of workplace schadenfreude. Results show that while competitive structures increase prevalence of workplace schadenfreude – taking pleasure from a colleague’s misfortune – this does not appear to encourage antisocial work behaviors. How employees appraise the schadenfreude situation, as well as their national psyche, are possible factors influencing this outcome. This paper discusses these findings, along with their theoretical and practical implications and directions for future research. (shrink)