The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions

Paper


Dallimore, Karen and Sparks, Beverley. 2008. "The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions." EIRASS 2008: Recent Advances in Retailing and Services Science. Zagreb, Croatia 14 - 17 Jul 2008
Paper/Presentation Title

The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions

Presentation TypePaper
AuthorsDallimore, Karen (Author) and Sparks, Beverley (Author)
Journal or Proceedings TitleProceedings of the 15th International Conference of the European Institute of Retailing and Services Studies (EIRASS 2008)
Year2008
Conference/EventEIRASS 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.

Keywordsemotional labour; reappraisal; remotional regulation; emotional contagion; complaints
ANZSRC Field of Research 2020350402. Hospitality management
350605. Marketing management (incl. strategy and customer relations)
470108. Organisational, interpersonal and intercultural communication
Public Notes

Abstract only available.

Byline AffiliationsSchool of Management and Marketing
Griffith University
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