Emotional Exchange Research Articles

Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects

Service organizations encourage employees to express positive emotions in service encounters, in the hope that customers “catch” these emotions and react positively. Yet customer and employee emotions could be mutually influential. To understand emotional exchanges in service encounters and their influences on customer outcomes, the current study models the interplay of emotional contagion and emotional labor, as well as their influence on customer satisfaction. Employees might catch customers’ emotions and transmit those emotions back to customers through emotional contagion, and employee emotional labor likely influences this cycle by modifying the extent to which emotional contagion occurs. Data from 268 customer-employee dyads, gathered from a large chain of foot massage parlors, confirm the existence of an emotion cycle. Deep acting, as one type of emotional labor used by employees, hinders the transmission of negative emotions to customers, whereas surface acting facilitates it. Both customer emotions and employee emotional labor thus have critical influences on service encounters. The findings highlight the importance of understanding the potential influence of customer preservice emotions and the presence of an emotion cycle during service delivery.

Psychanalyse et développements psychiques : le temps à l’épreuve du désir infantile

ContextThe keen observation of emotional and behavioural exchanges between a young child and its parents is part of a long tradition initiated by psychoanalysts such as Anna Freud and Melanie Klein. Considering that these interactions are underpinned by parents’ and children's conscious and unconscious fantasies, clinical observations are compatible with psychoanalysis's theoretical elaboration of psychic functioning. This helps to complete the understanding of complex situations taking place at birth and during early childhood. Moreover, a standardised observation of the interactions between the baby and its family, inspired by development psychology, accounts for the baby's or young child's difficulties in regulating its behaviour, and its sensory, attention, motor, or emotional physiological processes, while considering the contextual aspects. The 0–5 classification, of which a French translation is underway, offers a simple photograph of the present moment, always open to modifications and evolution (Miri Keren, 2018). ObjectivesWith this new knowledge of different orientations, we will explore the necessary dialogue between the developmental approaches and the psychoanalytic study of children and parents, considering their compatibilities and their limits. MethodsThe concepts of containing, the psychic skin, “objeu” (the dynamic of presence/absence during play), and attachment – situated on the border of observation and metapsychological elaboration – are examined in this article. They account for the psychic functioning of the child in relation to others and have proved their relevance in the context of normal situations and in psychopathology. ResultsModels in child psychoanalysis have been developed from both a reconstructive perspective and observation. Such contextual, inventive working constructs allow one to think and elaborate the clinical field of the beginnings of psychic life through heuristic fictions. A better knowledge of the child's developmental context, in terms of emotional and tonic-motor regulations, enriches the data collected during consultations. ConclusionsThe transdisciplinary discussion of development alongside individual and family psychoanalytical clinical practice is necessary because, beyond generating innovative concepts, it also prevents conceptual sclerosis. To remain vital and capable of understanding any human activity, a method should adapt itself to the object studied and not the other way around, for example, by considering the subjectivity of the researcher and the clinician as a resource and not as source of errors.

Quantifying gender preferences in human social interactions using a large cellphone dataset

In human relations individuals’ gender and age play a key role in the structures and dynamics of their social arrangements. In order to analyze the gender preferences of individuals in interaction with others at different stages of their lives we study a large mobile phone dataset. To do this we consider four fundamental gender-related caller and callee combinations of human interactions, namely male to male, male to female, female to male, and female to female, which together with age, kinship, and different levels of friendship give rise to a wide scope of human sociality. Here we analyse the relative strength of these four types of interaction using call detail records. Our analysis suggests strong age dependence for an individual of one gender choosing to call an individual of either gender. We observe a strong bonding with the opposite gender across most of their reproductive age. However, older women show a strong tendency to connect to another female that is one generation younger in a way that is suggestive of the grandmothering effect. We also find that the relative strength among the four possible interactions depends on phone call duration. For calls of medium and long duration, opposite gender interactions are significantly more probable than same gender interactions during the reproductive years, suggesting potential emotional exchange between spouses. By measuring the fraction of calls to other generations we find that mothers tend to make calls more to their daughters than to their sons, whereas fathers make calls more to their sons than to their daughters. For younger callers, most of their calls go to the same generation contacts, while older people call the younger people more frequently, which supports the suggestion that affection flows downward. Our study primarily rests on resolving the nature of interactions by examining the durations of calls. In addition, we analyse the intensity of the observed effects using a score based on a null model.

Perpetrators and victims of sexual violence

Shaped by culture and education, human sexuality is organised around the principle of mutual consent, and other limits fixed by the law, between partners in emotional exchanges and sexual relationships. When this is not the case, complex issues of sexual violence, inflicted and suffered, arise. Certain health professionals then become involved, working either with the perpetrator and/or the victims of this violence. The care can be complicated because these professionals do not know the reality of the situations described. Caution and a critical distance must therefore accompanytheir assessments and their clinical actions.

\u2018Spirituality\u2019 in Health Studies: Competing Spiritualities and the Elevated Status of Mindfulness

The article investigates discourses of ‘spirituality’ in the field of Health Studies, among scholarly voices and the voices of the practitioners and patients these studies reflect. It examines current trends in contemporary spirituality as well as links with debates involving science, religion and secularisation. The article argues that, in the public domain, ‘spirituality’ is beginning to denote a collective practice rather than an individual search for meaning. Furthermore, the article identifies some common understandings of spirituality in the context of Health Studies and health environments, such as it being a tool that can facilitate closeness and emotional exchanges. Finally, it proposes that the success and, as I will show, elevated status of ‘mindfulness’ in this field points to ‘competing spiritualities’, despite shared understandings.

Exchange of Emotional Support Between Adult Children and their Parents and the Children’s Well-being

The present study examined the associations between exchanges of emotional support of Israeli adult children with their parents, their emotional bond with their parents, and the children’s well-being. A self-report survey was administered to 1013 participants aged 21–45 (72.8% female, 49.5% students, and 55.7% of whom lived with their parents) that reported on their relationships with their mothers and fathers. Structural equation models tested the relationships of the participants with their mothers and fathers separately. The emotional bond contributed directly to the emotional support received from each parent and to the children’s positive well-being but not to the emotional support given to each parent. The latter association was dependent on the emotional support received from each parent. The results also showed that emotional support given to each parent made a stronger contribution to children’s positive well-being than emotional support received from each parent. Adult children’s emotional support given to their parents made a stronger contribution to the positive well-being of these children than emotional support received from their parents. Providing parents with emotional support may contribute to a sense of reciprocity and connectedness that positively relates to adult children’s positive well-being. Further studies are recommended to examine emotional support exchange of adult children and their parents in other countries and cultural contexts as well as to compare the reports of both children and parents on their relationships.

Fostering Participant Health Knowledge and Attitudes: An Econometric Study of a Chronic Disease-Focused Online Health Community

Health consumers are increasingly participating in consumer-to-consumer (C2C) online health communities (OHCs) to receive health-related support and to provide assistance and support to others. However, questions remain as to how individual OHC participants are affected by the relationships they have established within an OHC and how the content exchanged between OHC participants impacts individual-level health knowledge and attitudes. To address these open questions, we develop a model that integrates participant network position (i.e., structural social capital) in an OHC, informational and emotional support exchange, and downstream individual-level health knowledge and attitudes. Based on a panel dataset collected from nine chronic disease-focused discussion boards within an OHC platform, we find that structural social capital is indeed a significant antecedent to social support exchange within an OHC and, interestingly, that social support provisioning (i.e., proactively aiding others) has a stronger effect than social support receipt on health literacy and health attitude improvement.

Značaj internog marketinga - motivacije za rad i zadovoljstva poslom zaposlenih u sektoru turizma i hotelijerstva

Rapid development of service sector at global level prompted many researchers to examine specifics of work in this sector. One of specifics is so-called service meeting. During the service meeting there is an emotional exchange between provider and customers, so the work motivation and satisfaction of employees is important for perception of the high quality of delivered service by consumers. Subject of this paper is related to development of internal marketing in order to determine correlations between dimensions of job satisfaction and dimensions of motivational potential of the job, as important aspects of gaining the customers' satisfaction, according to the Hackman-Oldham model in selected hotels and travel agencies in Belgrade and Novi Sad. According to this model, five basic characteristics of the job (diversity of work, identity of the task, importance of the task, autonomy and feedback) are antecedents of work motivation and job satisfaction. Using the Hackman-Oldham theory, one needs to find out the extent to which the job in hotel and travel agency contains aforementioned basic characteristics, or whether the jobs in these two sectors have motivational potential. The aim of the paper is to provide recommendations for development of internal marketing on the basis of increasing the employees' work motivation and their job satisfaction in different organizations that are operating in service sector (tourism and hospitality), in order to provide services of high quality and to gain the customers' satisfaction.

Factors associated with Maternal Attachment of Breastfeeding Mothers.

PurposeThis study aimed to identify factors associated with maternal attachment of breastfeeding mothers, with a focus on the mothers' breastfeeding characteristics.MethodsData were collected from 217 mothers who breastfed their healthy baby for 1 month after childbirth and had no postpartum complications. The data were analyzed by hierarchical regression analysis.ResultsThe factors significantly associated with maternal attachment were an emotional exchange with one's baby (β=.41, p<.001), breastfeeding confidence (β=.20, p=.022), depression ('quite a bit or more', β=-.18, p=.005), and depression ('a little', β =-.14, p=.024). The model explained 38.4% of variance in maternal attachment.ConclusionIn order to improve attachment, nurses should be actively supported in helping mothers in the first month postpartum adapt to breastfeeding. Interventions to prevent postpartum depression should also be conducted.

Debt Amongst Friends: Sympathy in Exchange and the Narration of a Transatlantic Credit Network, 1792–1837

Conversations about credit in the transatlantic world were often suffused with accounts of feelings. More than just a warm gloss on the cold calculation of commerce in both merchant and settler economies, emotional exchanges played an integral role in the maintenance of credit relationships. The letters that circulated between John Large and his network of friends, family, and commercial contacts around the Atlantic reveal the importance of sympathy to his commercial relationships. Whether trading in the Caribbean and the United States or settling in Upper Canada, Large’s economic self-interest could never be excised from the wider world of sentimental sociability. As both a creditor and debtor, his economic undertakings were as concerned with hearts and souls as they were with trading balances and investment returns. In the world of transatlantic credit networks, sympathy was a colonial relationship, exchanged in commercial arrangements according to the ideal of friendship. Large’s correspondence, therefore, sits at the crossroads where credit’s moral economies met an expanding colonial capitalism during the eighteenth and nineteenth centuries.

Two Cultures and Our Encyclopaedic Brain

I support a fundamental principle stressed by theEncyclopédie, that theUnity of Knowledgeis the direct consequence of the unity of the human brain. All of us are animated by what Claude Bernard called a ‘kind of thirst for the unknown’ which ennobles and enlivens scientific inquiry. We must humbly confess for now our immense ignorance –ignoramus. But to satisfy Claude Bernard’s ‘ardent desire for knowledge’ we should never say, as some philosophers still do,ignorabimusabout the human brain. Thanks to recent developments in neuroscience, we can now propose a common set of brain processes that account for the production of the diversity of knowledge. Thanks to these processes, we can work on a reunification of the true, the good and the beautiful, not as a uniform, monotonous culture, but as a network of cooperative diversity favouring intellectual and emotional exchanges among disciplines.

Reciprocal support and daily perceived control: Developing a better understanding of daily support transactions across a major life transition.

A paradox of social support has been well documented: believing that support is available and perceiving high levels of it has well-established mental health benefits, but the actual receipt of support is often found to be ineffective and even detrimental (see Gleason & Iida, 2015). Researchers have suggested that support receipt may be associated with negative mood because it is linked with a lack of self-efficacy or perceived control (Bolger & Amarel, 2007). Research on daily support transactions found that reciprocal emotional support exchanges counteracted the negative effects associated with support receipt, but there was significant variation between individuals in their reactions to support exchanges suggesting that a potential moderating variable of the support pattern exists. Using a daily diary study of 78 couples approaching a shared stressor, the transition to parenthood, associations between control, self- and partner-reported support, and mood were investigated. Couples were asked to complete three weeks of daily diaries at three different time points. Previous support pattern effects on mood were replicated for partners, but whereas reciprocity was beneficial for mothers, support receipt alone was not negative. Perceived control was found to be a moderator of this process such that the greater an individual's sense of perceived control, the more one is buffered from any negative effects of support transactions. Exploratory analyses also suggest that overall patterns of supportive reciprocity influence marital satisfaction across the transition to parenthood. (PsycINFO Database Record (c) 2018 APA, all rights reserved).

Attachment orientation and relational intimacy: The mediating role of emotional competences

Because emotional exchanges are central in couple interactions, individual competences to manage one’s own emotions and those of others are important to develop a good relational intimacy with a romantic partner over time. It is assumed that individual differences in attachment orientation influence the development of emotional competences and intimacy between romantic partners. While emotional competences are important for the proper functioning of romantic relationships, little is known about their mediating role in the relationship between individual’s attachment orientation and relational intimacy. In five hundred and sixty-four heterosexual subjects, the present study aimed to assess the indirect effects of emotional competences (both intrapersonal and interpersonal) on the relationship between insecure attachment orientations (both avoiding and anxious dimensions) and relational intimacy (i.e., engagement, communication and shared friends dimensions). Direct effects between our variables of interest were also explored. The results highlighted a negative association between both insecure avoiding and anxious attachment orientations and intrapersonal emotional competences. However, only the avoiding orientation was negatively related to interpersonal emotional competences. Furthermore, the anxious attachment dimension was negatively related to a feeling of engagement, in contrast to the avoiding attachment dimension that was associated with a low level of engagement, positive communication, and shared friends. Multi-group analysis highlighted gender invariance in the model. The findings suggest that although insecure attachment has a negative effect on the couple relationship, the capacity to manage one’s own emotions appears to be a protective factor for relational intimacy regarding its mediating role in these associations.

Dyadic Dynamics: The Impact of Emotional Responses to Facial Expressions on the Perception of Power.

Emotion expressions play a central role in social communication, which, by definition is a dynamic process. Social communication involves the exchange of signals with temporal dynamic properties between two or more individuals. Nonetheless, emotion perception research has strongly focused on the study of single, static, unidirectional images. The goal of this research is to illustrate the dynamic nature of emotion communication by showing how the back and forth of a dyadic emotional interaction affects its perception by uninvolved observers. To that aim, we conducted three studies that investigated how observer’s inferences of social power are influenced by an exchange of emotions between members of a dyad. In Study 1, participants saw one person showing either anger or sadness to which the second member of the dyad reacted by showing either anger, fear or neutrality. In Study 1, only still photos were shown in sequence. In Studies 2 and 3, more dynamic stimuli and other emotions were included. Even though an angry expresser was always perceived as more powerful than a sad expresser, the emotional reactions of the interaction partner modulated perceived power. Across all three studies and different levels of dynamic stimuli, fear reactions always increased perceived power. Happiness, contempt and neutrality affected perceived power more selectively. This effect was mediated by the extent to which participants felt that the reaction of the second interaction partner suggested that the second interaction partner agreed with regard to the power differential between the two. Taken together, these experiments show that the social signal value of emotion expressions changes meaningfully as a function of the emotional response of the expressions’ target. Thus, the social signal value of emotions does not stand alone but has to be understood in the fuller context of the interaction.

Lay People Representations on the Common Good and Its Financial Provision

The financial contribution to the common good is a relevant issue to contemporary societies, especially in the wake of the Global Financial Crisis. In the economic literature, taxes and monetary donations have been regarded as two complementary ways of financially providing for the common good. In the psychological literature, instead, they have not been studied in conjunction. In-depth interviews have been conducted using interpretative phenomenological analysis (IPA) approach and a photo-elicitation technique to investigate the representations people share on the financial provision for the common good. Results suggest that both taxes and donations are seen as indirect, rather than direct, ways of providing for the common good. From a formal and cognitive level, paying taxes and making donations can be seen as two sides of the same coin, but they present differences at the affective level. When paying taxes, people are concerned mostly about the effects and expect a material exchange in return; when making a monetary donation, people are concerned mostly about the motivations and expect an emotional exchange in return.

Эмоциональный обмен в педагогическом общении при применении интерактивных методов

Эмоциональный обмен в педагогическом общении при применении интерактивных методов

A comparison of science classroom environments between Korea and Thailand with a focus on their cultural features

Every classroom environment reflects the cultural features of the country where it is located. In this study, with a focus on cultural features, we compared the science classroom environments of two Asian countries: Korea and Thailand. For this, What Is Happening In this Class (WIHIC) and the Cultural Learning Environment Questionnaire (CLEQ) were administered to 1575 students (765 from Korea and 810 from Thailand) in Grades 4, 6, 8, and 10. The results of two instruments were analyzed and discussed with a particular focus on the four cultural dimensions in science classrooms, which were reframed from Hofstede’s four cultural dimensions. The results of the analysis can be summarized as follows. First, regarding the first dimension, relationships between individuals and groups, students in both countries liked collaborative activities and had many emotional exchanges in their classrooms. However, cognitive collaborative activities occurred more frequently in Thailand than in Korea. Second, regarding the second dimension, equity issues, almost all students in Korea perceived that they participated equally in science classrooms. However, in Thailand, students thought they had equal participation in science classrooms except for the gender aspects. That is, Thai boys and girls were reported themselves to be participating in different ways in their classrooms. Third, regarding the third dimension, relationships between students and teachers, two kinds of relationships were investigated: teacher authority and teacher support. In terms of teacher authority, the extent of psychological distance between students’ and their teachers’ power was similar in the two countries. However, in terms of teacher support, Thai students had more positive perceptions about teacher support than Korean students did. Fourth, regarding the features of science teaching and learning processes, Korean students had more negative perceptions of involvement, investigation, and task orientation than Thai students did. The negative responses of Korean students could be the cause of the low engagement of Korean students in their science classrooms. Based on these results, educational implications are discussed in terms of culturally appropriate pedagogies in science classrooms.

Supplemental Material for Intergroup Emotional Exchange: Ingroup Guilt and Outgroup Anger Increase Resource Allocation in Trust Games

Supplemental Material for Intergroup Emotional Exchange: Ingroup Guilt and Outgroup Anger Increase Resource Allocation in Trust Games

Building consumer–brand relationships through brand experience and brand identification

Both academics and industry are focusing heavily on building and nurturing consumer–brand relationships. Despite this interest, till now the role of traditional marketing constructs have been explored in developing such relationships. This study presents and tests a unique framework of consumer–brand relationship from experiential and identification perspective. Moreover, this study uncovers the differences in the ways consumers develop and maintain consumer–brand relationships for both product and service brands. Primary data were collected through field surveys, resulting in 321 usable responses. Results reveal that the various dimensions of brand experience have a different influence on the two components of consumer–brand relationship (two-way communications and emotional exchange) across product and service brand categories. Brand identification emerged as a significant predictor of consumer–brand relationship. Furthermore, the extent of the mediating effect of brand identification between various dimensions of brand experience and consumer–brand relationship differs across product and service brands considerably. The study presents several implications for both academicians and practitioners.

Customer Relationship Management dalam Meningkatkan Loyalitas Nasabah Bank BNI UNPAD

This study aimed to determine Customer Relationship Management at UNPAD Branch Office of BNI and also to recognize the influence of CRM exchange of emotions, exchange of knowledge, and exchange of acts through the customer loyalty at UNPAD Branch Office of BNI. The obtained data in this study are from the questioners-consisted of 16 questions that distributed among the 100 customers at UNPAD Branch Office of BNI. The sampling technique used is purposive sampling. Analysis tool that used to test the hypothesis is path analysis. The result of descriptive hypothesis shows that UNPAD Branch Office of BNI has leaving a satisfactory CRM exchange of emotions, exchange of knowledge, and exchange of acts. At the same time, The result of verification hypothesis shows that the customer loyalty at UNPAD Branch Office of BNI are significantly influenced by CRM exchange of emotions and exchange of acts, both partially and simultaneously. But has no partially effect between exchange of knowledge through customer loyalty.