Does emotional regulation training work during angry service encounters?

Paper


Dallimore, Karen. 2008. "Does emotional regulation training work during angry service encounters?" Spanjaard, Daniela, Denize, Sara and Sharma, Neeru (ed.) ANZMAC 2008: Shifting the Focus from Mainstream to Offbeat. Sydney, Australia 01 - 03 Dec 2008 Australia.
Paper/Presentation Title

Does emotional regulation training work during angry service encounters?

Presentation TypePaper
Authors
AuthorDallimore, Karen
EditorsSpanjaard, Daniela, Denize, Sara and Sharma, Neeru
Journal or Proceedings TitleProceedings of the 2008 Australian and New Zealand Marketing Academy Conference (ANZMAC 2008)
ERA Conference ID76596
Number of Pages8
Year2008
Place of PublicationAustralia
ISBN9781863081443
Web Address (URL) of Paperhttp://www.anzmac-2008.org/_Proceedings/Index.html
Conference/EventANZMAC 2008: Shifting the Focus from Mainstream to Offbeat
ANZMAC Conference
Event Details
ANZMAC Conference
Australian and New Zealand Marketing Academy Conference
Rank
C
Event Details
ANZMAC 2008: Shifting the Focus from Mainstream to Offbeat
Parent
ANZMAC Conference
Event Date
01 to end of 03 Dec 2008
Event Location
Sydney, Australia
Abstract

Empathy is vital in all service encounters, but especially so when the customer is angry. Research on emotional regulation is of key importance in establishing the effectiveness of training techniques for service providers who are required to deal with angry customers. This paper investigates the effectiveness of using reappraisal, a form of reframing, as an emotional regulation training technique. The study specifically measures the impact of reappraisal training on service providers' levels of empathy during angry complaint encounters. Training sessions were followed by a scenario based role play experiment. ANOVA results revealed that even minimal training in reappraisal as an emotional regulation technique can be effective in fostering higher levels of empathy in service providers dealing with angry consumers, as well as enhancing emotional awareness and control. Implications for managers are discussed outlining the bottom line advantages including the minimisation of the debilitating consequences and negative outcomes of traditional training methods such as surface acting.

Keywordsemotional regulation; service encounters; training; reframing; reappraisal; complaints; deep acting; surface acting
ANZSRC Field of Research 2020520104. Industrial and organisational psychology (incl. human factors)
520499. Cognitive and computational psychology not elsewhere classified
350503. Human resources management
Public Notes

Author holds copyright.

Byline AffiliationsSchool of Management and Marketing
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https://research.usq.edu.au/item/9yyz0/does-emotional-regulation-training-work-during-angry-service-encounters

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