Background. Anger manifestations in emergency departments (EDs) occur daily, interrupting workflo... more Background. Anger manifestations in emergency departments (EDs) occur daily, interrupting workflow and exposing staff to risk. Objectives. How staff assess and recognize patients' angry outbursts in EDs and elucidate responses to anger expressions, while considering effects of institution guidelines. Methods. Observations of staff patient interaction in EDs and personal interviews of staff (n = 38) were conducted. Two questionnaires were administered (n = 80 & n = 144). Assessment was based mainly on regression statistic tests. Results. Staff recognizes two types of anger displays. Magnitude of anger expressions were correlated with staff's fear level. Staff's responses ranged from ignoring incidents, giving in to patients' requests or immediately calling security. When staff felt fear and became angry they tended to call security. Staff was more likely to ignore anger when incident responsibility was assigned to patients. Discussion. Anger encounters are differentia...
The authors examine whether and how observing anger influences thinking processes and problemsolv... more The authors examine whether and how observing anger influences thinking processes and problemsolving ability. In 3 studies, the authors show that participants who listened to an angry customer were more successful in solving analytic problems, but less successful in solving creative problems compared with participants who listened to an emotionally neutral customer. In Studies 2 and 3, the authors further show that observing anger communicated through sarcasm enhances complex thinking and solving of creative problems. Prevention orientation is argued to be the latent variable that mediated the effect of observing anger on complex thinking. The present findings help reconcile inconsistent findings in previous research, promote theory about the effects of observing anger and sarcasm, and contribute to understanding the effects of anger in the workplace.
A field study of 109 clerical workers explored work stations' character-^ istics as potential occ... more A field study of 109 clerical workers explored work stations' character-^ istics as potential occupational stressors. Contrary to predictions, intruŝ ions from atmospheric conditions and intrusions from other employees were not consistently related to negative reactions. As predicted, however, the evidence suggested that intrusions were more stronglŷ associated with reactions to employees' work stations than with general reactions to their work. Results also indicated that employees reporting high role overload had relatively fewer negative reactions to hotness and density. The findings provide modest support for the detachment hypothesis, which predicts that overworked employees concentrate harder on their work than other employees and ignore intrusions stemming from their physical environment.
Background. Anger manifestations in emergency departments (EDs) occur daily, interrupting workflo... more Background. Anger manifestations in emergency departments (EDs) occur daily, interrupting workflow and exposing staff to risk. Objectives. How staff assess and recognize patients' angry outbursts in EDs and elucidate responses to anger expressions, while considering effects of institution guidelines. Methods. Observations of staff patient interaction in EDs and personal interviews of staff (n = 38) were conducted. Two questionnaires were administered (n = 80 & n = 144). Assessment was based mainly on regression statistic tests. Results. Staff recognizes two types of anger displays. Magnitude of anger expressions were correlated with staff's fear level. Staff's responses ranged from ignoring incidents, giving in to patients' requests or immediately calling security. When staff felt fear and became angry they tended to call security. Staff was more likely to ignore anger when incident responsibility was assigned to patients. Discussion. Anger encounters are differentia...
... Lemke & Kirchner in 197 I, They studied intelligence along with other personality variabl... more ... Lemke & Kirchner in 197 I, They studied intelligence along with other personality variables. ... A correlational analysis revealed a strong relationship between scores on the Otis test and ... as dyslexia (leading to impairment of reading ability) can be traced through certain deviations ...
... shareholders', and suppliers' emotions in designing organizational features... more ... shareholders', and suppliers' emotions in designing organizational features such as cultures, routines, structures, and patterns of leadership. ... even recent volumes about emotion and organization continue to protest the overlooking of emotion by management (Ashkenasy et al ...
In an experimental simulation with Israeli participants, the author examined the influence of two... more In an experimental simulation with Israeli participants, the author examined the influence of two aspects of pre-employment screening (duration of screening and type of testing) on applicants' attitudes toward a recruitment effort and toward a potential job. Testing that lasted longer led to more favorable attitudes. The participants considered knowledge testing, compared with personality testing, more job related, less invasive of privacy, and less sensitive to the amount of time spent testing.
... DOI: 10.1177/1094670507306685 2008 10: 239 Journal of Service Research Anat Rafaeli, Lital Zi... more ... DOI: 10.1177/1094670507306685 2008 10: 239 Journal of Service Research Anat Rafaeli, Lital Ziklik and Lorna Doucet The Impact of Call Center Employees' Customer Orientation Behaviors on Service Quality Published by: ... Lorna Doucet University of Pennsylvania ...
Problem: Safety culture relates to injuries and safety incidents in organizations, but is difficu... more Problem: Safety culture relates to injuries and safety incidents in organizations, but is difficult to asses and measure. We describe a preliminary test of assessing an organization's safety culture by examining employee interpretations of organizational safety artifacts (safety signs). Method: We collected data in three organizations using a new safety culture assessment tool that we label the Safety Artifact Interpretation (SAI) scale; we then crossed these data with safety climate and leadership evaluations. Results: SAI were interpreted by employees in accordance with two conceptually distinct themes that are salient in the literature on organizational safety culture: safety compliance and commitment to safety. A significant correlation exists between SAI scores and the organizational safety climate. A similar (though insignificant) relationship was observed between SAI scores and leadership ratings. Impact on industry: Employee perceptions and interpretations of safety artifacts can facilitate assessments of safety culture and can ultimately lead to understanding of and improvements in the level of organizational safety.
Organizational routines are increasingly identified as an aspect of organizations that allows the... more Organizational routines are increasingly identified as an aspect of organizations that allows them to achieve the balance between adaptability and stability. We contribute to this discussion by showing that the connections that organizational routines make between people contribute to both stability and the ability to adapt. We argue that the connections between people that are formed as they engage together in organizational routines are important for developing understandings about both what needs to be done in a specific instance of performing a routine and about the goals of the organization that routines presumably help accomplish. Together the two sets of understandings influence organizational performance by affecting the ability of organizations to adapt to changing circumstances. These arguments lead to a general recognition of the importance to organizations of connections and the suggestion that the connections, themselves, may be an important outcome of organizational routines.
This paper considers employment advertise- ments as an organizational attempt to advance an image... more This paper considers employment advertise- ments as an organizational attempt to advance an image under routine (rather than crisis) con- ditions. The analyses identify the steps neces- sary to create a positive image among target constituents. A three-stage process is identified of (a) attracting attention, (b) presenting a positive organizational identity, and (c) vali- dating this identity. The first stage
抱歉，该文献仅有文摘。 THE EXPRESSION OF EMOTION IN ORGANIZATIONAL LIFE. Authors: Rafaeli, Anat Sutton, Robe... more 抱歉，该文献仅有文摘。 THE EXPRESSION OF EMOTION IN ORGANIZATIONAL LIFE. Authors: Rafaeli, Anat Sutton, Robert I. Source: Research in Organizational Behavior; 1989, Vol. 11, p1, 42p. Document Type: Article. Subject Terms: ...
Background. Anger manifestations in emergency departments (EDs) occur daily, interrupting workflo... more Background. Anger manifestations in emergency departments (EDs) occur daily, interrupting workflow and exposing staff to risk. Objectives. How staff assess and recognize patients' angry outbursts in EDs and elucidate responses to anger expressions, while considering effects of institution guidelines. Methods. Observations of staff patient interaction in EDs and personal interviews of staff (n = 38) were conducted. Two questionnaires were administered (n = 80 & n = 144). Assessment was based mainly on regression statistic tests. Results. Staff recognizes two types of anger displays. Magnitude of anger expressions were correlated with staff's fear level. Staff's responses ranged from ignoring incidents, giving in to patients' requests or immediately calling security. When staff felt fear and became angry they tended to call security. Staff was more likely to ignore anger when incident responsibility was assigned to patients. Discussion. Anger encounters are differentia...
The authors examine whether and how observing anger influences thinking processes and problemsolv... more The authors examine whether and how observing anger influences thinking processes and problemsolving ability. In 3 studies, the authors show that participants who listened to an angry customer were more successful in solving analytic problems, but less successful in solving creative problems compared with participants who listened to an emotionally neutral customer. In Studies 2 and 3, the authors further show that observing anger communicated through sarcasm enhances complex thinking and solving of creative problems. Prevention orientation is argued to be the latent variable that mediated the effect of observing anger on complex thinking. The present findings help reconcile inconsistent findings in previous research, promote theory about the effects of observing anger and sarcasm, and contribute to understanding the effects of anger in the workplace.
A field study of 109 clerical workers explored work stations' character-^ istics as potential occ... more A field study of 109 clerical workers explored work stations' character-^ istics as potential occupational stressors. Contrary to predictions, intruŝ ions from atmospheric conditions and intrusions from other employees were not consistently related to negative reactions. As predicted, however, the evidence suggested that intrusions were more stronglŷ associated with reactions to employees' work stations than with general reactions to their work. Results also indicated that employees reporting high role overload had relatively fewer negative reactions to hotness and density. The findings provide modest support for the detachment hypothesis, which predicts that overworked employees concentrate harder on their work than other employees and ignore intrusions stemming from their physical environment.
Background. Anger manifestations in emergency departments (EDs) occur daily, interrupting workflo... more Background. Anger manifestations in emergency departments (EDs) occur daily, interrupting workflow and exposing staff to risk. Objectives. How staff assess and recognize patients' angry outbursts in EDs and elucidate responses to anger expressions, while considering effects of institution guidelines. Methods. Observations of staff patient interaction in EDs and personal interviews of staff (n = 38) were conducted. Two questionnaires were administered (n = 80 & n = 144). Assessment was based mainly on regression statistic tests. Results. Staff recognizes two types of anger displays. Magnitude of anger expressions were correlated with staff's fear level. Staff's responses ranged from ignoring incidents, giving in to patients' requests or immediately calling security. When staff felt fear and became angry they tended to call security. Staff was more likely to ignore anger when incident responsibility was assigned to patients. Discussion. Anger encounters are differentia...
... Lemke & Kirchner in 197 I, They studied intelligence along with other personality variabl... more ... Lemke & Kirchner in 197 I, They studied intelligence along with other personality variables. ... A correlational analysis revealed a strong relationship between scores on the Otis test and ... as dyslexia (leading to impairment of reading ability) can be traced through certain deviations ...
... shareholders', and suppliers' emotions in designing organizational features... more ... shareholders', and suppliers' emotions in designing organizational features such as cultures, routines, structures, and patterns of leadership. ... even recent volumes about emotion and organization continue to protest the overlooking of emotion by management (Ashkenasy et al ...
In an experimental simulation with Israeli participants, the author examined the influence of two... more In an experimental simulation with Israeli participants, the author examined the influence of two aspects of pre-employment screening (duration of screening and type of testing) on applicants' attitudes toward a recruitment effort and toward a potential job. Testing that lasted longer led to more favorable attitudes. The participants considered knowledge testing, compared with personality testing, more job related, less invasive of privacy, and less sensitive to the amount of time spent testing.
... DOI: 10.1177/1094670507306685 2008 10: 239 Journal of Service Research Anat Rafaeli, Lital Zi... more ... DOI: 10.1177/1094670507306685 2008 10: 239 Journal of Service Research Anat Rafaeli, Lital Ziklik and Lorna Doucet The Impact of Call Center Employees' Customer Orientation Behaviors on Service Quality Published by: ... Lorna Doucet University of Pennsylvania ...
Problem: Safety culture relates to injuries and safety incidents in organizations, but is difficu... more Problem: Safety culture relates to injuries and safety incidents in organizations, but is difficult to asses and measure. We describe a preliminary test of assessing an organization's safety culture by examining employee interpretations of organizational safety artifacts (safety signs). Method: We collected data in three organizations using a new safety culture assessment tool that we label the Safety Artifact Interpretation (SAI) scale; we then crossed these data with safety climate and leadership evaluations. Results: SAI were interpreted by employees in accordance with two conceptually distinct themes that are salient in the literature on organizational safety culture: safety compliance and commitment to safety. A significant correlation exists between SAI scores and the organizational safety climate. A similar (though insignificant) relationship was observed between SAI scores and leadership ratings. Impact on industry: Employee perceptions and interpretations of safety artifacts can facilitate assessments of safety culture and can ultimately lead to understanding of and improvements in the level of organizational safety.
Organizational routines are increasingly identified as an aspect of organizations that allows the... more Organizational routines are increasingly identified as an aspect of organizations that allows them to achieve the balance between adaptability and stability. We contribute to this discussion by showing that the connections that organizational routines make between people contribute to both stability and the ability to adapt. We argue that the connections between people that are formed as they engage together in organizational routines are important for developing understandings about both what needs to be done in a specific instance of performing a routine and about the goals of the organization that routines presumably help accomplish. Together the two sets of understandings influence organizational performance by affecting the ability of organizations to adapt to changing circumstances. These arguments lead to a general recognition of the importance to organizations of connections and the suggestion that the connections, themselves, may be an important outcome of organizational routines.
This paper considers employment advertise- ments as an organizational attempt to advance an image... more This paper considers employment advertise- ments as an organizational attempt to advance an image under routine (rather than crisis) con- ditions. The analyses identify the steps neces- sary to create a positive image among target constituents. A three-stage process is identified of (a) attracting attention, (b) presenting a positive organizational identity, and (c) vali- dating this identity. The first stage
抱歉，该文献仅有文摘。 THE EXPRESSION OF EMOTION IN ORGANIZATIONAL LIFE. Authors: Rafaeli, Anat Sutton, Robe... more 抱歉，该文献仅有文摘。 THE EXPRESSION OF EMOTION IN ORGANIZATIONAL LIFE. Authors: Rafaeli, Anat Sutton, Robert I. Source: Research in Organizational Behavior; 1989, Vol. 11, p1, 42p. Document Type: Article. Subject Terms: ...
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