Mitarbeiterstolz im Call Center — Eine theoretischkonzeptionelle Betrachtung auf Basis der Affective Events Theory AET

2008 ◽  
pp. 145-159
Author(s):  
Matthias H. J. Gouthier
Keyword(s):  
Call Center ◽  
Affective Events Theory ◽  
Affective Events

Walk A Mile in Their Shoes: Perspective-Taking as an Intervention for Difficult Customer Interactions

2021 ◽  
pp. 109634802098684
Author(s):  
Lindsey Lee
Keyword(s):  
Experimental Design ◽  
Service Delivery ◽  
Perspective Taking ◽  
Point Of View ◽  
Affective Reactions ◽  
Affective Events Theory ◽  
Theoretical Contribution ◽  
Affective Events ◽  
Frontline Managers

An important gap in the customer mistreatment literature is understanding how employees’ affective reactions can be modified to decrease negative affective reactions. The current study draws from affective events theory to examine how customer-focused perspective-taking, or employees taking the customer’s point of view, can modify employees’ affective reactions to customer mistreatment. Withholding customer compensation was examined as an outcome of customer-focused perspective-taking, and anger and empathy were examined as mediators. A two-group (customer-focused perspective-taking: yes or no) experimental design examined the between-subjects effect of customer-focused perspective-taking among 128 frontline managers. The results indicate mediation of anger and empathy between perspective-taking and customer compensation, supporting customer-focused perspective-taking as an intervention to help employees maximize service delivery. The most important theoretical contribution of the article is showing that by interrupting the affective events theory process at a within-person level, affective reactions and episodic performance can be modified when reacting to customer mistreatment.

scholarly journals Signal Game Analysis on the Effectiveness of Coal Mine Safety Supervision Based on the Affective Events Theory

Complexity ◽  
2020 ◽  
Vol 2020 ◽  
pp. 1-9
Author(s):  
Xue Yang ◽  
Yang Tian ◽  
Kai Feng ◽  
Juan Yang ◽  
Shu-hui Zhang ◽  
...  
Keyword(s):  
Equilibrium State ◽  
Coal Mine ◽  
Negative Emotions ◽  
Mine Safety ◽  
Affective Events Theory ◽  
Safety Risk ◽  
Coal Mine Safety ◽  
Affective Events ◽  
Unsafe Behavior ◽  
The Impact

The main cause of coal mine safety accidents is the unsafe behavior of miners who are affected by their emotional state. Therefore, the implementation of effective emotional supervision is important for achieving the sustainable development of coal mining enterprises in China. Assuming rational players, a signaling game between miners (emotion-driven and judgement-driven) and managers is established from the perspective of Affective Events Theory in order to examine the impact of managers’ emotions on coal miners’ behavior; it analyzes the players’ strategy selections as well as the factors influencing the equilibrium states. The results show that the safety risk deposits paid by managers and the costs of emotion-driven miners disguising any negative emotions affect equilibrium. Under the separating equilibrium state, the emotional supervision system faces “the paradox of almost totally safe systems” and will be broken; the emotion-driven miners disguising any negative emotions will be permitted to work in the coal mine, creating a safety risk. Under the pooling equilibrium state, strong economic constraints, such as setting suitable safety risk deposits, may achieve effective emotional supervision of the miners, reducing the safety risk. The results are verified against a case study of the China Pingmei Shenma Group. Therefore, setting a suitable safety risk deposit to improve emotional supervision and creating punitive measures to prevent miners from disguising any negative emotions can reduce the number of coal mine safety accidents in China.

Affective events theory as a theoretical lens for improving the working environment of academics in developing economies

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Majid Ghasemy ◽  
Mahdiyeh Erfanian ◽  
James Eric Gaskin
Keyword(s):  
Higher Education ◽  
Job Satisfaction ◽  
Positive Affect ◽  
Large Scale ◽  
Developing Economies ◽  
Working Environment ◽  
Supervisory Support ◽  
Affective Events Theory ◽  
Content Type ◽  
Affective Events

PurposeThe rapid pace of progress in academic institutions in developing economies has created stressful and relatively toxic workplaces, resulting in different negative organizational outcomes indicating the need to transform universities into healthier academic workplaces. However, a review of the higher education literature in both developed and developing countries shows that the antecedents and consequences of academics' affective states has been a relatively unexplored area. Hence, our study aims at testing basic tenets of Affective Events Theory (AET) in a higher education context to address this issue.Design/methodology/approachThis is a quantitative study which applies CB-SEM methodology in analyzing the collected data from 2,324 academics in Malaysian higher education sector. We analyzed the data using EQS software package.FindingsOur results provided substantial support for the applicability and relevancy of AET in higher education domain. Specifically, welfare and supervisory support were identified as the two work environment features which significantly and equally contribute to academics' job satisfaction. In addition, the results showed that positive affect, in comparison with negative affect, was three times stronger in influencing academics' job satisfaction.Practical implicationsGiven the considerable role of positive affect in our study, higher education policy makers are urged to make relevant policies to transform universities into more emotionally safe workplaces. In addition, policies should be formulated in a way that encourages supervisory support and decreases workloads to ensure that the conflicts in general are reduced among academics.Originality/valueThis work is the first large-scale study testing the main tenets of AET in the higher education context. In addition, it addresses the problem of multivariate normality and solves this problem based on the robust methodology which corrects standard errors and fit indices, thereby providing more precise and unbiased results.

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