Contextual effects on smile perception and recognition memory

Most past research has focused on the role played by social context information in emotion classification, such as whether a display is perceived as belonging to one emotion category or another. The current study aims to investigate whether the effect of context extends to the interpretation of emotion displays, i.e. smiles that could be judged either as posed or spontaneous readouts of underlying positive emotion. A between-subjects design (N = 93) was used to investigate the perception and recall of posed smiles, presented together with a happy or polite social context scenario. Results showed that smiles seen in a happy context were judged as more spontaneous than the same smiles presented in a polite context. Also, smiles were misremembered as having more of the physical attributes (i.e., Duchenne marker) associated with spontaneous enjoyment when they appeared in the happy than polite context condition. Together, these findings indicate that social context information is routinely encoded during emotion perception, thereby shaping the interpretation and recognition memory of facial expressions.

Frontline Employees’ Display of Fake Smiles and Angry Faces: When and Why They Influence Service Performance

Service firms invest much to ensure authentic and positive emotion displays from frontline employees. And yet, inauthentic positive displays (fake smiles) remain common, and at times, employees even show authentic negative displays (e.g., anger), thereby compromising service performance. Customer reactions to such unwanted emotion displays are heterogeneous, so managers need to know when possible negative effects on service performance are more or less strong. The literature on customer reactions to inauthentic displays is inconclusive and focuses on the moment of service delivery. We shine light on how predelivery choice confidence shapes customer reactions to inauthentic positive displays and demonstrate that customers’ high confidence in their service provider choice mitigates the negative effects of display inauthenticity. We present evidence in terms of tipping in a field study and replicate this interaction effect in three experiments. A serial mediation by cognitive dissonance and decision regret explains the conditional effect of inauthenticity. We also contrast inauthentic positive displays with authentic negative displays. The latter yield the worst service performance, unmitigated by choice confidence. We provide recommendations on how to ensure authentic positive displays (e.g., recruitment, resources, and rewards), taking into account circumstances that affect choice confidence and market shocks (e.g., the COVID-19 pandemic).

Social context and culture influence judgments of non-Duchenne smiles

Extant evidence points toward the role of contextual information and related cross-cultural variations in emotion perception, but most of the work to date has focused on judgments of basic emotions. The current research examines how culture and situational context affect the interpretation of emotion displays, i.e. judgments of the extent to which ambiguous smiles communicate happiness versus polite intentions. We hypothesized that smiles associated with contexts implying happiness would be judged as conveying more positive feelings compared to smiles paired with contexts implying politeness or smiles presented without context. In line with existing research on cross-cultural variation in contextual influences, we also expected these effects to be larger in Japan than in the UK. In Study 1, British participants viewed non-Duchenne smiles presented on their own or paired with background scenes implying happiness or the need to be polite. Compared to face-only stimuli, happy contexts made smiles appear more genuine, whereas polite contexts led smiles to be seen as less genuine. Study 2 replicated this result using verbal vignettes, showing a similar pattern of contextual effects among British and Japanese participants. However, while the effects of vignettes describing happy situations was comparable in both cultures, the influence of vignettes describing polite situations was stronger in Japan than the UK. Together, the findings document the importance of context information in judging smile expressions and highlight the need to investigate how culture moderates such influences.

Conceptualizing and Measuring Affective and Cognitive Empathy

Individual differences in the ability to recognize emotion displays relate strongly to emotional intelligence, and emotional and social competence. However, there is a difference between the ability to judge the emotions of another person (i.e., emotional empathy) and the ability to take the perspective of another person, including making accurate appraisals, attributions, and inferences about the mental states of others (i.e., cognitive empathy). In this chapter, we review the concept of emotional empathy and the current state of the field, including emerging and converging evidence from neuroscience research that emotional and cognitive empathy involve doubly dissociable brain systems. We also discuss emerging literature on the physiological mechanisms underlying empathy in the peripheral and central nervous systems. We then distinguish spontaneous and symbolic communication processes to show how cognitive empathy emerges from emotional empathy during development. Development starts with the prelinguistic mutual contingent responsiveness of infant and caregiver yielding “raw” primary intersubjectivity, then secondary and tertiary intersubjectivity advances with increasing social experience, and finally cognitive empathic abilities expand in perspective taking and Theory of Mind (ToM) skills. We then present an Affect-Reason-Involvement (ARI) model to guide the conceptualization and measurement of emotional and cognitive empathy. We consider emotion correlation scores as a flexible and valid approach to empathy measurement, with implications for understanding the role of discrete emotions in decision making. Finally, we apply this reasoning to recent studies of the role of emotion and empathy in bullying.

Bringing Service Interactions Into Focus: Prevention- Versus Promotion-Focused Customers’ Sensitivity to Employee Display Authenticity

Despite growing managerial interest in frontline employee behavior, and in display authenticity specifically, customers’ heterogeneous reactions to authentic displays have received little scholarly attention. Drawing on emotion as social information theory, we investigate the role of motivational orientations (i.e., regulatory focus) in customer reactions to authentic displays. The findings show that inauthentic displays have stronger negative effects on service performance for prevention-focused than for promotion-focused customers. A dyadic field study details these effects in terms of tipping, and three experiments provide further evidence by experimentally manipulating authenticity and regulatory focus. The conditional effect of authenticity on service performance also is mediated by inferred deception. Specifically, prevention-focused customers interpret inauthentic emotion displays as more deceptive than promotion-focused customers do. Managers should prime customers’ promotion focus using marketing communications before the service delivery when inauthentic displays are likely as well as consider customers’ regulatory focus when designing authenticity training for employees.

A Thematic Analysis of Parents’ Gendered Beliefs About Emotion in Middle Childhood Boys and Girls

This study examined mothers’ and fathers’ ( N = 102) beliefs about emotion and emotion expression in boys and girls aged 8 to 12 years using a mixed-methods design. Parents attended two focus group sessions 2 weeks apart. A thematic analysis of the group transcripts resulted in six themes: value in the experience and expression of emotion, vulnerability in the experience and expression of emotion, multiple influences on children’s learning about emotion, distinct expectations for emotion displays at home versus in public, gender roles influence emotion expectations, and generational shift in emotion-related expectations. Identified themes were consistent with previous research, yet new themes emerged relevant to gender and gender roles within society. Implications of gender-related roles and expectancies are discussed.

Parents, Television, and Children’s Emotional Expressions: A Cross-Cultural Multilevel Model

Parents and media both play an important role in the socialization of children’s emotions, yet it remains unclear whether these socializing influences vary by culture. We studied the joint influences of parents and television on children’s expression of four basic emotions (happiness, anger, sadness, and fear) using self-report survey data from 3570 six- to 15-year-olds from 13 Asian, European, Middle Eastern, and South American countries. Perceived parental approval positively predicted self-reported expression of all four emotions. In addition, children’s approval of TV characters’ expression of happiness and anger (but not sadness and fear) positively predicted self-reported expressions of these emotions. A multilevel model combining cultural indicators (individualism, indulgence, assertiveness, humane orientation) and sociopolitical variables (Human Development Index, Gender Inequality Index, Grade Point Average) at the country level with individual-level variables (age, gender, media use) suggested that parental socialization of sadness, and media socialization of anger, varied as a function of some cultural indicators (assertiveness and humane orientation). Overall, though, despite theorizing about cultural differences, parental approval and (to a lesser extent) children’s approval of media models tended to predict children’s emotion displays rather consistently across a wide array of countries.