The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions
Paper
| Paper/Presentation Title | The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions |
|---|---|
| Presentation Type | Paper |
| Authors | Dallimore, Karen (Author) and Sparks, Beverley (Author) |
| Journal or Proceedings Title | Proceedings of the 15th International Conference of the European Institute of Retailing and Services Studies (EIRASS 2008) |
| Year | 2008 |
| Conference/Event | EIRASS 2008: Recent Advances in Retailing and Services Science |
| Event Details | EIRASS 2008: Recent Advances in Retailing and Services Science Event Date 14 to end of 17 Jul 2008 Event Location Zagreb, Croatia |
| 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. |
| Keywords | emotional labour; reappraisal; remotional regulation; emotional contagion; complaints |
| ANZSRC Field of Research 2020 | 350402. Hospitality management |
| 350605. Marketing management (incl. strategy and customer relations) | |
| 470108. Organisational, interpersonal and intercultural communication | |
| Public Notes | Abstract only available. |
| Byline Affiliations | School of Management and Marketing |
| Griffith University |
https://research.usq.edu.au/item/9yyz1/the-effectiveness-of-reappraisal-as-an-emotional-regulation-technique-for-minimizing-negative-emotional-contagion-during-angry-complaint-interactions
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