Abstract
Organizations are increasingly relying on computer-mediated communication, thus, understanding this process’s emotion dynamics is critical. For that purpose, qualitative data is collected from 23 participants. Findings reveal that the activation of the negativity effect is triggered by the receiver’s attitude toward the higher-status sender, emanated from earlier unfair behaviors; which will in turn trigger the receiver’s anxiety and frustration. Moreover, emails receivers are found to be also frustrated and angry anytime higher-level managers are copied on the email. Such negative emotions, along with fear are boosted by their reluctance to reply to such emails as they aim to avoid further escalation and possible retaliation from the sender’s side. Indeed, this study has many theoretical and practical implications, and opens doors to future research. Managers should use the “cc” option with caution, knowing that frustrating working environments diminish employees’ commitment and engagement, and consequently the quality of their service performance.
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