The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions

Dallimore, Karen and Sparks, Beverley (2008) The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions. In: EIRASS 2008: Recent Advances in Retailing and Services Science, 14-17 Jul 2008, Zagreb, Croatia.

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Abstract

The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions. This paper expands the research on emotional labor, emotional regulation, and emotional contagion, by investigating the effectiveness of reappraisal or deep acting in reducing the negative impact of emotional contagion on frontline service providers (FSP) during angry compliant interactions.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Abstract only available.
Depositing User: Ms Karen Dallimore
Faculty / Department / School: Historic - Faculty of Business - School of Management and Marketing
Date Deposited: 29 Jan 2010 03:39
Last Modified: 21 Aug 2014 06:21
Uncontrolled Keywords: emotional labour; reappraisal; remotional regulation; emotional contagion; complaints
Fields of Research (FOR2008): 15 Commerce, Management, Tourism and Services > 1504 Commercial Services > 150402 Hospitality Management
15 Commerce, Management, Tourism and Services > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations)
20 Language, Communication and Culture > 2001 Communication and Media Studies > 200105 Organisational, Interpersonal and Intercultural Communication
Socio-Economic Objective (SEO2008): B Economic Development > 90 Commercial Services and Tourism > 9002 Property, Business Support Services and Trade > 900204 Wholesale and Retail Trade
URI: http://eprints.usq.edu.au/id/eprint/4920

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