Does emotional regulation training work during angry service encounters?
Paper
| Paper/Presentation Title | Does emotional regulation training work during angry service encounters? |
|---|---|
| Presentation Type | Paper |
| Authors | |
| Author | Dallimore, Karen |
| Editors | Spanjaard, Daniela, Denize, Sara and Sharma, Neeru |
| Journal or Proceedings Title | Proceedings of the 2008 Australian and New Zealand Marketing Academy Conference (ANZMAC 2008) |
| ERA Conference ID | 76596 |
| Number of Pages | 8 |
| Year | 2008 |
| Place of Publication | Australia |
| ISBN | 9781863081443 |
| Web Address (URL) of Paper | http://www.anzmac-2008.org/_Proceedings/Index.html |
| Conference/Event | ANZMAC 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. |
| Keywords | emotional regulation; service encounters; training; reframing; reappraisal; complaints; deep acting; surface acting |
| ANZSRC Field of Research 2020 | 520104. 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 Affiliations | School of Management and Marketing |
https://research.usq.edu.au/item/9yyz0/does-emotional-regulation-training-work-during-angry-service-encounters
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