Emotion regulation research in hospitality and tourism

International Journal of Contemporary Hospitality Management, Journal Year: 2023, Volume and Issue: 36(6), P. 2069 - 2085

Published: Aug. 18, 2023

Purpose This paper aims to develop a comprehensive model on intra- and interpersonal emotion regulation (ER) in hospitality tourism (H&T) service encounters. Design/methodology/approach A critical review reflection of ER research from multiple disciplines was conducted. Methodologies appropriate for investigating were also reviewed. Findings framework proposed outline key influential factors, processes consequences encounters the H&T industry. integrating advanced tools suggested measure complex dynamic generation social interactions multimodal perspective. Research limitations/implications The researchers developed conceptual both based most recent psychological ER. Various theoretical methodological considerations are discussed, offering scholars solid starting point explore settings. Moreover, provides future directions expansion theories, which have been mostly tested laboratory research. Originality/value addresses two issues identified field: lack perspective neglect nature emotions. roadmap

Language: Английский

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The Co-Production of Service: Modeling Services in Contact Centers Using Hawkes Processes

Management Science, Journal Year: 2024, Volume and Issue: unknown

Published: June 11, 2024

In customer support contact centers, every service interaction involves a messaging dialogue between and an agent; together, they exchange information, solve problems, collectively co-produce the service. Because progression is shaped by history of conversation thus far, we propose bivariate marked Hawkes process cluster model customer-agent interaction. To evaluate our stochastic service, apply it to industry center data set containing nearly 5 million messages. Through both novel residual analysis comparison several Monte Carlo goodness-of-fit tests, show that indeed captures dynamics at heart surpasses classic models do not incorporate history. Furthermore, in entirely data-driven simulation, demonstrate how this history-dependent can be leveraged operationally inform prediction-based routing policy. We widely used well-studied policies outperformed with simple modifications according model. stylized proposed literature, prove heterogeneity cause underperformance and, moreover, such will occur if closures are carefully managed. This paper was accepted Elena Katok, operations management. Funding: The authors grateful for generous work National Science Foundation Division Graduate Education [Grant DGE-1650441] (A. Daw), Israel 336/19] (G. B. Yom-Tov), United States-Israel Binational 2022095] Daw, G. Yom-Tov). Supplemental Material: online appendix files available https://doi.org/10.1287/mnsc.2021.04060 .

Language: Английский

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Heavier Lies Her Crown: Gendered Patterns of Leader Emotional Labor and Their Downstream Effects

Frontiers in Psychology, Journal Year: 2022, Volume and Issue: 13

Published: Aug. 29, 2022

Women use power in more prosocial ways than men and they also engage emotional labor (i.e., self-regulate their emotions to respond attend the needs of other people a way that advances organizational goals). However, these two constructs have not been previously connected. We propose gendered practices pressures result gender differences power. integrate literature on with research psychology articulate three routes through which this happens. First, women may be adept at intrapersonal interpersonal processes entailed practices-a skill can apply all hierarchical levels. Second, given women's stronger internal motivation perform labor, construe interdependent manner men, promotes As result, female powerholders tend behave ways. Third, when power, encounter external effectively constrains powerful behaviors fosters discuss how, by promoting behavior among powerholders, beneficial for subordinates organizations (e.g., increase employee well-being trust), while simultaneously creating costs individual reduce likelihood actually attaining retaining (a) making high-power roles less appealing, (b) guiding toward prestigious (c) precarious leadership roles, (d) draining time resources without equitable rewards, (e) it difficult legitimize eyes (especially men). Thus, help explain underrepresentation top positions.

Language: Английский

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Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction

Journal of Service Research, Journal Year: 2023, Volume and Issue: 27(4), P. 525 - 542

Published: Aug. 4, 2023

This study introduces affect-as-information theory to the service encounter, integrates it with peak and end model of affect, thereby shows that these dynamic customer employee affective displays can be used estimate post-encounter satisfaction. A large-scale dataset 23,645 real-life text-based (i.e., chat) encounters a total 301,280 genuine messages written by customers employees were test our hypotheses. Automatic sentiment analysis was deployed assess in every individual text message as encounter unfolded. Our findings confirm addition customers’ overall (mean) display, highest positive or least negative), (final) explain Further, may not fully capture their satisfaction process understand quality they deliver, we propose displayed affect explains further variance We also find predictive power is more pronounced failure than non-failure encounters. Together, show automatic monitoring beyond adding end, displays) expedite evaluation

Language: Английский

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The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes

SSRN Electronic Journal, Journal Year: 2021, Volume and Issue: unknown

Published: Jan. 1, 2021

In customer support contact centers, a successful service interaction involves messaging dialogue between and an agent. Both parties depend on one another for information problem solving, this defines co-produced process. paper, we propose, develop, compare new stochastic models co-production in center. A key observation is that the agent's has cross- self-exciting dynamics within each conversation. The cross-excitation stems from two responding to another, self-excitation captures party sending follow-ups their own prior message. Hence, messages beget messages, capture phenomenon by introducing Hawkes point process of conversational services. These distinguish role agent, reflect process's dynamic evolution over time based its history, include additional behavioral operational aspects, including number simultaneous assignments measures amount sentiment message contains.To evaluate our models, apply them industry center dataset containing nearly 5 million messages. We show better represent than do classic Poisson phase-type models. Indeed, find interactions are characterized strong agent-customer dependency centrality attributes. Finally, use proposed improve upon routing algorithms used centers. how activity-based predicted easily computed can outperform well-known widely concurrency-based rules substantially reduce waiting time, demonstrating these history-dependent decision making practice.

Language: Английский

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A narrative review of the research on school leaders’ emotional labor: a typology inspired by Habermas’s cognitive interests

Journal of Educational Administration, Journal Year: 2024, Volume and Issue: 62(3), P. 325 - 340

Published: April 24, 2024

Purpose Guided by Habermas’s three cognitive interests, this paper reviews the studies on school leaders’ emotional labor. It seeks to provide a typology of how researchers inquire about labor focusing different understandings, topics and characteristics. Design/methodology/approach This is narrative review with 38 finally selected for analysis. all were examined carefully found fall into clusters understanding Findings The revealed understandings labor, namely instrumental understanding, practical emancipatory understanding. treats as tool effectively control schools; regards way build maintain relationships process meaning-making; perceives site reflection action achieving more just self-determined leadership. Originality/value contributes growing literature leadership providing theory-guided synthesis existing which lays knowledge base points out directions future scholarly inquiries. also provides suggestions educational policy, practice training.

Language: Английский

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Comparing Neural Networks for Speech Emotion Recognition in Customer Service Interactions

2022 International Joint Conference on Neural Networks (IJCNN), Journal Year: 2022, Volume and Issue: unknown, P. 1 - 8

Published: July 18, 2022

Automatic speech emotion recognition (SER) may assist call center service employees in deciphering and regulating customer emotions. In order to contribute a successful augmentation of with AI, the main goal this study is identify effective machine learning approaches classify discrete basic emotions conversations. A comparison presented performance different neural network architectures on features extracted from interactions naturalistic setting. Baseline classifiers, including zerorule classifier, random frequency nonsequential multi-class classifiers are compared architectures. multi-layer perceptron (MLP), one-dimensional convolutional (CNN), translation (NMT) outperform baseline suggesting pattern data relating labels. While model attention attains highest f1-score, no significant difference among networks detected. Results therefore support use multi-label as simplest model.

Language: Английский

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The Influence of Perceived External Prestige on Emotional Labor of Frontline Employees: The Mediating Roles of Organizational Identification and Impression Management Motive

International Journal of Environmental Research and Public Health, Journal Year: 2022, Volume and Issue: 19(17), P. 10778 - 10778

Published: Aug. 30, 2022

Drawing on both the organization identification and impression management theories, we propose that perceived external prestige of frontline employees influences their emotional labor through organizational motive. Further, relative influence either pathway depends upon support. Using survey data from 377 in 104 hotels, results indicate is positively related to deep acting, negatively surface acting. Organizational partially mediates relationship between However, acting mediated by In addition, support moderates identification, motive, respectively.

Language: Английский

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Impact of Motivation and Workload on Service Time Components: An Empirical Analysis of Call Center Operations

Management Science, Journal Year: 2022, Volume and Issue: 68(9), P. 6697 - 6715

Published: July 20, 2022

We study the joint effects of motivation and workload on human servers’ service time. Using operational survey data from a call center with pooled queue structure limited financial incentives, we examine how individual differences between trait intrinsic (IM) extrinsic (EM) impact their average offline, online, total times in response to changing workloads. find significant patterns time relationships across different stages request servers possessing combinations motivation. For example, combination high IM low EM were approximately 15% (161%) faster processing offline portion requests than peers opposite (low high) when levels (high), respectively. In contrast, IM-low 35% (5%) slower online IM-high counterparts Our findings suggest important nuances types respond request. The behavioral pattern shown by is consistent preferences productivity-seeking managers who favor speedup slowdown at certain request, conditional workload. These underscore importance accounting for trait-based more complete understanding complex relationship This paper was accepted Charles Corbett, operations management.

Language: Английский

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New perspectives for studying the role of affect in interpersonal work relationships

Journal of Organizational Behavior, Journal Year: 2021, Volume and Issue: 42(9), P. 1135 - 1143

Published: Nov. 1, 2021

Summary The impetus for this special issue, which focuses on the role of affect in interpersonal work relationships, derives from recent concerns scholars have expressed about one model namely, leader–member exchange (LMX) perspective. In particular, noted that research LMX is being impeded because three factors: (1) limited theoretical frameworks, (2) insufficient integrating both relationship parties, and (3) a scarcity studies adopt multilevel introductory article, we begin by detailing our reasons undertaking issue discuss why factors hamper affect, not only LMX, but understanding nature relationships general. We next summarize eight articles comprising examine how each tackles issues either considering alternative incorporating all relational and/or taking approach. Finally, new perspectives promising directions future endeavors topic. It intention should stimulate further to explore dynamic plays shaping at multiple levels organizational analysis.

Language: Английский

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