Emotion Regulation and Service-Related Attitudes: Connecting Customer Orientation and Service Organization Identification with Customer Interactions

In this study we examine the relationships of service organization identification and customer orientation as antecedents of emotion work strategies and fatigue. We hypothesize that identification and customer orientation (a) positively predict automatic emotion regulation and deep acting, (b) negatively predict surface acting and emotional deviance, and (c) negatively predict fatigue as mediated by the emotion regulation strategies used. We also hypothesized an interaction effect of identification and customer orientation on the use of emotion regulation strategies. In a diary study with 56 flight attendants, identification and customer orientation typically predicted the use of emotion regulation strategies as hypothesized, and the indirect effects on fatigue were found. There were also significant interaction effects of identification and customer orientation on emotion regulation strategies. The findings provide new perspectives on the antecedents of emotion regulation strategies, and they complement earlier research on high service quality strategies of emotion regulation in service work.

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Exploring Particular Facets of Cognitive Emotion Regulation and Their Relationships With Nonsuicidal Self-Injury Among Adolescents

Crisis ◽

10.1027/0227-5910/a000566 ◽

2019 ◽

Vol 40 (4) ◽

pp. 280-286 ◽

Cited By ~ 1

Author(s):

Nir Madjar ◽

Nicole Segal ◽

Gilad Eger ◽

Gal Shoval

Keyword(s):

Emotion Regulation ◽

High School Students ◽

Analysis Of Covariance ◽

Depression Symptoms ◽

Emotion Regulation Strategies ◽

Cognitive Emotion Regulation ◽

School Students ◽

Self Injury ◽

Regulation Strategies ◽

Nonsuicidal Self Injury

Abstract. Background: Nonsuicidal self-injury (NSSI) has been found to be associated with poor emotion regulation. Aims: The goal of this study was to examine the association of multidimensional cognitive emotion regulation strategies with NSSI among adolescents and compare the different patterns of NSSI. Method: A sample of 594 high-school students (54.4% boys; mean age = 14.96 years), from five regional schools across Israel, were assessed for five facets of cognitive emotion regulation strategies (acceptance, refocus on planning, positive refocusing, putting into perspective, and positive reappraisal) and NSSI behaviors using validated scales. Participants were allocated into three groups: repetitive NSSI (more than six occasions of NSSI; 7.1%), occasional NSSI (at least one incident but less than six; 8.3%), and no NSSI (84.6%). Results: Analysis of covariance, controlling for gender and depression symptoms, revealed that students with NSSI reported higher levels of acceptance, but lower levels of refocus on planning and putting into perspective. Limitations: The study used a cross-sectional design, which was a limitation. Conclusion: These findings demonstrate that particular cognitive emotion regulation strategies differ substantially in their relationship with NSSI. Adolescents who focus on planning and putting stressful situations into perspective may have increased resilience, whereas adolescents who are accepting of negative events that have happened may be more prone to maladaptive coping behaviors.

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