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.

Violating Work-Family Boundaries: Reactions to Interruptions at Work and Home

2017 ◽  
Vol 45 (3) ◽  
pp. 1284-1308 ◽  
Author(s):  
Emily M. Hunter ◽  
Malissa A. Clark ◽  
Dawn S. Carlson
Keyword(s):  
Family Conflict ◽  
Cognitive Appraisals ◽  
Affective Reactions ◽  
Affective Events Theory ◽  
Boundary Violations ◽  
Work Family Conflict ◽  
Daily Diary Study ◽  
Affective Events ◽  
Family Boundaries ◽  
Work Family

Our study builds on recent trends to understand the work-family interface through daily experiences of boundary management. In particular, we investigated boundary violations, or events in which family life breaches the boundary of work and vice versa. Our purpose was to enlighten the process between violations and relevant outcomes, building on the foundations of affective events theory and boundary theory. Specifically, we aim to (1) tease apart boundary violations at work and at home from the established construct of work-family conflict, (2) explore the affective events theory process through which cognitive and affective reactions to boundary violation events contribute to work-family conflict and satisfaction, and (3) examine positive and negative reactions to boundary violations. Findings from a 2-week daily diary study of 121 employed participants partially supported our predictions. Boundary violations contributed to general perceptions of work-family conflict both directly and indirectly through cognitive appraisals of thwarted goals and, in the work domain, negative affective reactions. Violations were also related to satisfaction through goal appraisal. Finally, benefits in the form of positive affect were found from boundary violations due to facilitated goals in the interrupting domain.

The moderating impact of emotions on customer equity drivers and loyalty intentions

2017 ◽  
Vol 29 (2) ◽  
pp. 239-264 ◽  
Author(s):  
Zohaib Razzaq ◽  
Salman Yousaf ◽  
Zhao Hong
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Customer Loyalty ◽  
Positive Emotions ◽  
Survey Design ◽  
Emotional Responses ◽  
Point Of View ◽  
Customer Equity ◽  
Content Type ◽  
Loyalty Intentions

Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

The inseparable nature of working and learning: peripheral management practice that facilitates employee learning

2014 ◽  
Vol 28 (5) ◽  
pp. 10-12 ◽  
Author(s):  
Jay Andrew Cohen
Keyword(s):  
Management Practices ◽  
Management Practice ◽  
Point Of View ◽  
Management Activity ◽  
Content Type ◽  
Employee Learning ◽  
Frontline Managers ◽  
Social Act ◽  
Practical Implications ◽  
Good Manager

Purpose – This paper aims to look at the peripheral management practice that facilitates employee learning. Such management practices are embedded or inseparable to working and being a good manager. Design/methodology/approach – Point of view. Findings – For many frontline managers and their employees, the separation between working and learning is often not apparent. There appears to be no clear distinction between when they are working and when they are learning. Practical implications – Better development of organizational managers. Originality/value – This paper highlights the informal nature of learning and working and builds on the understanding that much of the learning that occurs at work occurs as part of a social act, often involving managers and their employees. In this way, employee learning that is identified and facilitated by frontline managers is so often entwined in other management activity. Furthermore, this paper outlines some practical actions that organizations can undertake to aid greater frontline management involvement in employee learning.

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.

Management and Organization in Transportation and Logistics

2020 ◽  
pp. 224-235
Author(s):  
Nilüfer Rüzgar
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Satisfaction ◽  
Literature Review ◽  
Service Delivery ◽  
Business Environment ◽  
Point Of View ◽  
Art And Science ◽  
Chain Management ◽  
Organizational Activities

In today's business environment, in which organizations try to outpace their rivals, the power of management and organization come into prominence. Management, as an art and science, constitutes great importance in terms of creating sustainability in the organizations, and sustainability acts as an important agent for being successful in the competition. Especially supply chain management is evaluated to be among the most crucial organizational activities, which needs to be heavily focused on, in order to create customer satisfaction in the process of product and/or service delivery. Furthermore, as it is known, supply chain management is the key element of transportation and logistics. This chapter scrutinizes the importance of management and organization in transportation and logistics. With this purpose, a literature review presents the study both in a historical and contemporary point of view.

Service delivery and evaluation from the consumer's point of view

1981 ◽  
Vol 1981 (9) ◽  
pp. 57-70
Author(s):  
Thomas J. Kiresuk ◽  
Sander H. Lund ◽  
Susan K. Schultz
Keyword(s):  
Service Delivery ◽  
Point Of View

Reading Your Mind While You Are Reading—Evidence for Spontaneous Visuospatial Perspective Taking During a Semantic Categorization Task

2018 ◽  
Vol 29 (4) ◽  
pp. 614-622 ◽  
Author(s):  
Martin Freundlieb ◽  
Ágnes M. Kovács ◽  
Natalie Sebanz
Keyword(s):  
Perspective Taking ◽  
Point Of View ◽  
Categorization Task ◽  
Semantic Categorization ◽  
Physical Context ◽  
Visual Access ◽  
Human Adults ◽  
Mental Space ◽  
The Right ◽  
Do So

Recent studies have demonstrated people’s propensity to adopt others’ visuospatial perspectives (VSPs) in a shared physical context. The present study investigated whether spontaneous VSP taking occurs in mental space where another person’s perspective matters for mental activities rather than physical actions. Participants sat at a 90° angle to a confederate and performed a semantic categorization task on written words. From the participants’ point of view, words were always displayed vertically, while for the confederate, these words appeared either the right way up or upside down, depending on the confederate’s sitting position. Participants took longer to categorize words that were upside down for the confederate, suggesting that they adopted the confederate’s VSP without being prompted to do so. Importantly, the effect disappeared if the other’s visual access was impeded by opaque goggles. This demonstrates that human adults show a spontaneous sensitivity to others’ VSP in the context of mental activities, such as joint reading.

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