Search results

Filters

  • Journals
  • Authors
  • Keywords
  • Date
  • Type

Search results

Number of results: 5
items per page: 25 50 75
Sort by:
Download PDF Download RIS Download Bibtex

Abstract

Research shows that positive affective displays in customer service interactions are positively related to customers’ perception of overall service quality. Consequently, the way customer service employees manage their feelings is seen as an important aspect of providing their services. In most service contexts, employees are expected to express positive emotions, e.g., be cheerful and suppress negative emotions, such as resentment. Emotional labor is regarded as a type of impression management, because it involves deliberate effort undertaken by service workers in order to adhere to organizational display rules when dealing with customers. Surface acting is an emotional labor strategy and consists of managing observable emotional expression without modifying underlying genuine feelings (service with a fake smile). Research shows that surface acting is positively related to employee burnout. The present study (N=180) was designed to examine the effects of surface acting on emotional exhaustion while controlling for employees’ trait emotional intelligence. The results demonstrated that employees who declared greater use of surface acting during their interactions with customers reported more symptoms of emotional exhaustion. As predicted, however, this effect was observed only among employees low in trait emotional intelligence. The discussion encompasses the implications these results may have for managing emotional expression in public performance that may result in reducing performance anxiety.
Go to article

Authors and Affiliations

Dorota Szczygieł
Download PDF Download RIS Download Bibtex

Abstract

The aim of the study was to investigate the relationships between emotional intelligence (EI) and temperament. It was assumed that the two main components of EI – experiential and strategic – have different temperament correlates. One hundred and four Polish university students aged 19 to 26 completed self-descriptive questionnaires of temperament and emotional intelligence. The results confirmed that the relationship with temperament depends on the examined component of EI. Acceptance of emotions (which is a subcomponent of experiential EI) only correlated with two temperamental traits – activity and briskness. Many more dependencies were found in relation to strategic EI. Endurance, strength of inhibition, sensory sensitivity and perseveration turned out to be significant predictors of emotional control, which jointly explained 44% of the variance in results, while perseveration and sensory sensitivity explained 28% of the variance in results on the understanding emotions scale. Based on the results obtained, it can be assumed that the configuration of temperament traits that determines a high capacity for processing stimulation is most conductive to strategic EI. Other propitious traits include those that determine the speed of neural processes, flexibility and ease of adaptation to changing conditions as well as a low sensitivity threshold to sensory stimulus.

Go to article

Authors and Affiliations

Anna Matczak
Katarzyna A. Knopp
Download PDF Download RIS Download Bibtex

Abstract

Emotional intelligence (EI) is conceptualized as a personality trait or an ability. Most of conducted studies on EI-coping association referred to trait emotional intelligence. Therefore, the role of ability emotional intelligence is less clear and need to be further studied. The present study examined the relationship between two EI abilities (emotion recognizing and emotion understanding) and stress coping strategies in adolescent men and women. The data were collected from 1033 Polish high school students (520 men and 512 women) aged 18-20 years (Mage = 18.46 years). Coping strategies were assessed using the COPE inventory and emotional abilities were measured using the Emotional Intelligence Scale – Faces (SIE-T) and the Emotion Understanding Test (TRE). The results supported the existence of an association between EI abilities and coping strategies. The analyses of the interaction effects revealed the moderating role of gender on some of the relationships between EI abilities and coping strategies.

Go to article

Authors and Affiliations

Joanna Piekarska
Katarzyna Martowska
Download PDF Download RIS Download Bibtex

Abstract

The author analyses problems of disease, dying, and death addressed in a play by Margaret Edson entitled Wit. Special attention is paid to the structure of meta-theatre and the function of wit in the play. The author investigates limitations of reason in the approach adopted by the doctors who take care of Vivian Bearing, and who subject her to an excruciating experiment in order to achieve a potential research success. She also discusses the protagonist’s attitude to literary works, dealing with her own disease, to other people and to God. This offers an opportunity to ruminate on the exact meaning of irretrievable loss involved in suffering. She also concentrates on the attitude of the nurse who – thanks to her emotional intelligence and empathy – accompanies Vivian on her way to death.

Go to article

Authors and Affiliations

Anna Głąb
ORCID: ORCID
Download PDF Download RIS Download Bibtex

Abstract

Vast research has sought to better understand the origins and development of rape myth beliefs given the problematic influence of such misconceptions throughout global societies and criminal justice pathways. The current research aims to build on this body of literature by examining the contribution that psychopathic personality traits (affective responsiveness, cognitive responsiveness, interpersonal manipulation, egocentricity) and emotional intelligence may have upon rape myth beliefs. Furthermore, this study will investigate the extent to which sociodemographic characteristics (age, gender, ethnicity, education), and prior experience of sexual victimisation, contribute to variance in rape myth acceptance scores. In total 251 participants (M Age = 31.66) completed an online, self-report questionnaire which included contemporary measures of psychopathy and rape myth acceptance, never previously tested in combination. Results of a hierarchical multiple regression analysis indicate that egocentricity, age, and gender were significantly associated with rape myth beliefs. Emotional intelligence, as well as affective and interpersonal traits of psychopathy, were not directly related with rape mythology. Findings are interpreted alongside previous research, where we suggest there is an urgent need for larger, nationally representative samples, systematically recruited from the general population to help clarify uncertainty in existing literature emerging from small-scale opportunistic datasets.
Go to article

Authors and Affiliations

Alexander Ioannides
1
Dominic Willmott
2

  1. Manchester Metropolitan University, Manchester, United Kingdom
  2. Loughborough University, Loughborough, United Kingdom

This page uses 'cookies'. Learn more