Emotional display rules as work unit norms: A multilevel analysis of emotional labor among nurses.

Emotional labor theory has conceptualized emotional display rules as shared norms governing the expression of emotions at work. Using a sample of registered nurses working in different units of a hospital system, we provided the first empirical evidence that display rules can be represented as shared, unit-level beliefs. Additionally, controlling for the influence of dispositional affectivity, individual-level display rule perceptions, and emotion regulation, we found that unit-level display rules are associated with individual-level job satisfaction. We also showed that unit-level display rules relate to burnout indirectly through individual-level display rule perceptions and emotion regulation strategies. Finally, unit-level display rules also interacted with individual-level dispositional affectivity to predict employee use of emotion regulation strategies. We discuss how future research on emotional labor and display rules, particularly in the health care setting, can build on these findings. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation.

"Service with a smile" is satisfying for the customer, but such display rules may be costly to the employee and the organization. Most previous research on such costs has used self-reported and cross-sectional designs. The authors use an experimental approach to test tenets of resource depletion theories; specifically, whether the self-regulation of emotions required by display rules depletes energy and attentional resources during a service encounter. Using a call center simulation with three "customer" interactions, the authors found that participants given positive display rules (e.g., be enthusiastic and hide frustration) reported more postsimulation exhaustion and made more errors on the order form compared to those with display autonomy. Customer hostility during one of the calls also increased exhaustion overall and the number of errors during that specific call, though proposed interactions with display rules were not supported. Surface-level emotion regulation, but not deep-level, was the mechanism for the energy depletion effect of display rules, while display rules had a direct effect on performance decrements. Theoretical and practical implications for display rules as part of job requirements are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

A bumpy train ride: A field experiment on insult, honor, and emotional reactions.

The present research examined the relationship between adherence to honor norms and emotional reactions after an insult. Participants were 42 Dutch male train travelers, half of whom were insulted by a confederate who bumped into the participant and made a degrading remark. Compared with insulted participants with a weak adherence to honor norms, insulted participants with a strong adherence to honor norms were (a) more angry, (b) less joyful, (c) less fearful, and (d) less resigned. Moreover, insulted participants with a strong adherence to honor norms perceived more anger in subsequent stimuli than not-insulted participants with a strong adherence to these norms. The present findings support a direct relationship among insult, adherence to honor norms, and emotional reactions. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

A test of the extended intergroup contact hypothesis: The mediating role of intergroup anxiety, perceived ingroup and outgroup norms, and inclusion of the outgroup in the self.

S. C. Wright, A. Aron, T. McLaughlin-Volpe, and S. A. Ropp (1997) proposed that the benefits associated with cross-group friendship might also stem from vicarious experiences of friendship. Extended contact was proposed to reduce prejudice by reducing intergroup anxiety, by generating perceptions of positive ingroup and outgroup norms regarding the other group, and through inclusion of the outgroup in the self. This article documents the first test of Wright et al.'s model, which used structural equation modeling among two independent samples in the context of South Asian-White relations in the United Kingdom. Supporting the model, all four variables mediated the relationship between extended contact and outgroup attitude, controlling for the effect of direct contact. A number of alternative models were ruled out, indicating that the four mediators operate concurrently rather than predicting one another. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Mood regulation and emotional intelligence: Individual differences.

In 3 studies (Ns = 250, 83, 236), an examination of differences in how individuals experience their emotions (meta-emotion traits of clarity, attention, and intensity) led to the identification of 4 distinct types (overwhelmed, hot, cerebral, and cool). When mood was manipulated, the types differed in how they initially reacted to the emotional situation, how they regulated their mood and how they made judgments. In particular, one type of individual (the hot type) was more reactive to emotional situations than the others. Another type of individual (the overwhelmed type) regulated mood differently than the others, which led these individuals to make judgments that were also different. Overwhelmed individuals appeared unable or unwilling to avail themselves of critical affective information. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Culture, gender, and the self: Variations and impact of social comparison processes.

Psychological differences between women and men, far from being invariant as a biological explanation would suggest, fluctuate in magnitude across cultures. Moreover, contrary to the implications of some theoretical perspectives, gender differences in personality, values, and emotions are not smaller, but larger, in American and European cultures, in which greater progress has been made toward gender equality. This research on gender differences in self-construals involving 950 participants from 5 nations/cultures (France, Belgium, the Netherlands, the United States, and Malaysia) illustrates how variations in social comparison processes across cultures can explain why gender differences are stronger in Western cultures. Gender differences in the self are a product of self-stereotyping, which occurs when between-gender social comparisons are made. These social comparisons are more likely, and exert a greater impact, in Western nations. Both correlational and experimental evidence supports this explanation. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Service without a smile: Comparing the consequences of neutral and positive display rules.

We used an experimental design to examine the intrapersonal and interpersonal processes through which neutral display rules, compared to positive display rules, influence objective task performance of poll workers and ratings provided by survey respondents of the poll workers. Student participants (N = 140) were trained to adhere to 1 of the 2 display rule conditions while delivering opinion surveys to potential patrons of an organization during a 40-min period. Results showed that, compared to positive display rules, neutral display rules resulted in less task persistence and greater avoidance behavior. These effects were mediated through a greater use of expression suppression. In addition, neutral display rules resulted in less positive respondent mood, which accounted for lower ratings of service quality and of overall favorability attitudes toward the sponsoring organization. The importance and ubiquity of neutral display rules are discussed, given the potential for positive and negative consequences at work. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Relating emotional abilities to social functioning: A comparison of self-report and performance measures of emotional intelligence.

Three studies used J. D. Mayer and P. Salovey's (1997) theory of emotional intelligence (EI) as a framework to examine the role of emotional abilities (assessed with both self-report and performance measures) in social functioning. Self-ratings were assessed in ways that mapped onto the Mayer-Salovey-Caruso Emotional Intelligence Test (MSCEIT), a validated performance measure of EI. In Study 1, self-ratings and MSCEIT scores were not strongly correlated. In Study 2, men's MSCEIT scores, but not self-ratings, correlated with perceived social competence after personality measures were held constant. In Study 3, only the MSCEIT predicted real-time social competence, again, just for men. Implications for analyzing how emotional abilities contribute to social behavior are discussed, as is the importance of incorporating gender into theoretical frameworks and study designs. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Parents' emotional availability and infant emotional competence: Predictors of parent-infant attachment and emerging self-regulation.

One-year-old infants (N=62) and their mothers and fathers were observed in free play and teaching sessions in order to examine parents' emotional availability and the infant's emotional competence. Mothers were more emotionally available than fathers, and infants exhibited more effortful attention with mothers than with fathers. Similar relations between parental emotional availability and infant emotional competence were found for mother-infant and father-infant dyads. Change in parental emotional availability covaried with change in infant emotional competence. Individual differences in parental emotional availability and Infant emotional competence were more consistent across contexts than across parents. Infant effortful attention at 12 months was a mediator between maternal emotional availability at 12 months and toddler situational compliance at 16 months. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Affective dimensions of odor perception: A comparison between Swiss, British, and Singaporean populations.

Do affective responses to odors vary as a function of culture? To address this question, we developed two self-report scales in the United Kingdom (Liverpool: LEOS) and in Singapore (city of Singapore: SEOS), following the same procedure as used in the past to develop the Geneva Emotion and Odor Scale (GEOS: Chrea, Grandjean, Delplanque et al., 2009). The final scales were obtained by a three-step reduction of an initial pool of 480 affective terms, retaining only the most relevant terms to describe odor-related subjective affective states and comprised of six (GEOS) or seven affective dimensions (LEOS and SEOS). These included dimensions that were common to the three cultures (Disgust, Happiness Well-being, Sensuality Desire, and Energy), common to the two European samples (Soothing Peacefulness), and dimensions that were culture specific (Sensory Pleasure in Geneva; Nostalgia and Hunger Thirst in Liverpool; Intellectual Stimulation, Spirituality, and Negative Feelings in Singapore). A comparative approach showed that the dimensional organization of odor-related affective terms in a given culture better explained data variability for that culture than data variability for the other cultures, thus highlighting the importance of culture-specific tools in the investigation of odor-related affect. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Social comparison as a predictor of body dissatisfaction: A meta-analytic review.

The relationship between social comparison and body dissatisfaction was examined using meta-analysis. Several demographic and methodological variables were examined as potential moderators. Data from 156 studies (189 effect sizes) showed that social comparison was related to higher levels of body dissatisfaction. The effect for social comparison and body dissatisfaction was stronger for women than men and inversely related to age. This effect was stronger when social comparison was directly measured rather than inferred. No differences emerged for the presence of eating psychopathology, study design, or object of comparison. Results confirm theory and research suggesting that comparing oneself unfavorably to another on the basis of appearance may lead to dissatisfaction with one’s own appearance. Moderator variables refine our understanding of the social comparison–body dissatisfaction relationship. These constructs and their relationship should be explored further in future studies. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

A comparison of girls' and boys' aggressive-disruptive behavior trajectories across elementary school: Prediction to young adult antisocial outcomes.

Multiple group analysis and general growth mixture modeling was used to determine whether aggressive- disruptive behavior trajectories during elementary school, and their association with young adulthood antisocial outcomes, vary by gender. Participants were assessed longitudinally beginning at age 6 as part of an evaluation of 2 school-based preventive programs. Two analogous trajectories were found for girls and boys: chronic high aggression- disruption (CHAD) and stable low aggression- disruption (LAD). A 3rd class of low moderate aggression- disruption (LMAD) for girls and increasing aggression- disruption (IAD) for boys also was found. Girls and boys in analogous CHAD classes did not differ in trajectory level and course, but girls in the CHAD and LAD classes had lower rates of antisocial outcomes than boys. Girls with the LMAD trajectory differed from boys with the IAD trajectory. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Gender Differences: Emotional Expression and Feelings of Personal Inauthenticity.

This survey study examined the emotional expression content of human resources jobs and how the content varies by gender. On the basis of findings, it appeared that women more often conform to feminine display rules, which require the suppression of negative emotions and the simulation of positive emotions. In contrast, men more often adopted masculine display rules, which require the suppression of positive emotions and the simulation of negative ones. For both men and women, emotional dissonance generated by a feminine display-rule pattern was positively correlated with feelings of personal inauthenticity at work. Gender modified the relationship between emotional dissonance and gender only in that women who adopted the masculine display-rule pattern reported feeling the least personally inauthentic of all. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Clients' emotional processing in psychotherapy: A comparison between cognitive-behavioral and process-experiential therapies.

The authors compared clients' emotional processing in good and bad outcome cases in cognitive behavioral therapy (CBT) and process-experiential therapy (PET) and investigated whether clients' emotional processing increases over the course of therapy. Twenty minutes from each of 3 sessions from 40 clients were rated on the Experiencing Scale. A 2 × 2 × 3 analysis of variance showed a significant difference between outcome and therapy groups, with clients in the good outcome and PET groups showing significantly higher levels of emotional processing than those in the poor outcome and CBT groups, respectively. Clients' level of emotional processing significantly increased from the beginning to the midpoint of therapy. The results indicate that CBT clients are more distant and disengaged from their emotional experience than clients in PET. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Intraindividual relations between the intensity and disclosure of daily emotional events: The moderating role of depressive symptoms.

Individuals with high levels of depressive symptoms tend to engage in lower levels of emotional disclosure than individuals who are lower in depressive symptoms. However, little is known about how depressive symptoms relate to the intraindividual relation between daily disclosure and the intensity of the daily events. The authors addressed these relations using a daily diary methodology. College students (N = 239) completed a measure of depression symptoms. They then completed measures of the intensity of the day’s most unpleasant event and their disclosure of that event each day for 7 days. Results indicated that depression moderated the intensity–disclosure relation such that depression symptoms were associated with diminished emotional disclosure for high-intensity events but not for low-intensity events. Individuals with relatively higher levels of depressive symptoms also experienced unpleasant daily events at a higher intensity level than did individuals with relatively fewer symptoms. Sex differences emerged such that men were less likely than women to disclose high-intensity negative events. These findings extend the use of the diary methodology to the study of emotional disclosure and also suggest possible interventions for counseling psychology practitioners. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Culture and mixed emotions: Co-occurrence of positive and negative emotions in Japan and the United States.

Previous cross-cultural comparisons of correlations between positive and negative emotions found that East Asians are more likely than Americans to feel dialectical emotions. However, not much is known about the co-occurrence of positive and negative emotions in a given situation. When asked to describe situations in which they felt mixed emotions, Japanese and American respondents listed mostly similar situations. By presenting these situations to another group of respondents, we found that Japanese reported more mixed emotions than Americans in the predominantly pleasant situations, whereas there were no cultural differences in mixed emotions in the predominantly unpleasant situations or the mixed situations. The appraisal of self-agency mediated cultural differences in mixed emotions in the predominantly pleasant situations. Study 2 replicated the findings by asking participants to recall how they felt in their past pleasant, unpleasant, and mixed situations. The findings suggest that both Americans and Japanese feel mixed emotions, but the kinds of situation in which they typically do so depends on culture. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Prospective associations of co-rumination with friendship and emotional adjustment: Considering the socioemotional trade-offs of co-rumination.

Co-ruminating, or excessively discussing problems, with friends is proposed to have adjustment tradeoffs. Co-rumination is hypothesized to contribute both to positive friendship adjustment and to problematic emotional adjustment. Previous single-assessment research was consistent with this hypothesis, but whether co-rumination is an antecedent of adjustment changes was unknown. A 6-month longitudinal study with middle childhood to midadolescent youths examined whether co-rumination is simultaneously a risk factor (for depression and anxiety) and a protective factor (for friendship problems). For girls, a reciprocal relationship was found in which co-rumination predicted increased depressive and anxiety symptoms and increased positive friendship quality over time, which, in turn, contributed to greater co-rumination. For boys, having depressive and anxiety symptoms and high-quality friendships also predicted increased co-rumination. However, for boys, co-rumination predicted only increasing positive friendship quality and not increasing depression and anxiety. An implication of this research is that some girls at risk for developing internalizing problems may go undetected because they have seemingly supportive friendships. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

When you and I are "we," you are not threatening: The role of self-expansion in social comparison.

Many theories of self-evaluation emphasize the power of social comparison. Simply put, an individual is thought to gain esteem whenever she or he outperforms others and to lose esteem when he or she is outperformed. The current research explored interdependent self-construal as a moderator of these effects. Two studies used a priming task to manipulate the level of self-construal and investigate effects of social comparison in dyadic (Study 1) and group situations (Study 2). Both studies demonstrated that when the target for comparison is construed as part of the self, his or her successes become cause for celebration rather than costs to esteem. Additionally, gender differences in chronic relational and collective self-construals moderated the patterns of social comparison in a form similar to that of priming relational and collective self-construals. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The Role of Choice in Children's Learning: A Distinctive Cultural and Gender Difference in Efficacy, Interest, and Effort.

A cross-cultural experiment testing the effect of personal choice on learning was conducted with fifth- and sixth-graders from Canada (n = 130) and Taiwan (n = 153) using a computerized foreign language learning task. The results showed that choice had no significant impact on children's interest, effort, or learning outcome. Although comparable to their Chinese counterparts in efficacy beliefs, the Canadian children reported to be more interested but showed less effort and performed less well on the task. The Canadian boys had a lower efficacy belief and consistently showed less interest and effort than the girls; this gender gap, however, was not evident in the Chinese. Unlike the Canadians, Chinese children's effort was unrelated to efficacy beliefs or interest. When told explicitly there would be no test, Chinese children became more interested in the task but the Canadians were unaffected. Implications of these findings are discussed and further studies are suggested. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Cross-cultural differences in children's use of decision rules: A comparison between Japan and Australia.

Tested the hypothesis that children in collectivist and individualist cultures would differ in the decision rules used for the distribution of rewards between a majority and minority in the group. A decision game was developed for classroom administration in primary schools. 149 12-yr-olds in Osaka, Japan, and 162 12-yr-olds in Adelaide, Australia, were assigned randomly to a large group (majority) or to a small group (minority) in the classroom. They were told that only 1 group—large group or small group—could obtain chocolate rewards on each trial. Ss were asked to indicate how many chances (out of 6 trials) each group should have to obtain the rewards in a hypothetical game and in a real-life game. Ss then completed a social attitudes questionnaire assessing attitudes toward group loyalty and personal interests, acceptance of various decision rules for resolving competing interests in a group, and beliefs about people's willingness to be helpful and altruistic. Results show that in the real-life game, in both the majority and minority conditions, Japanese Ss were more likely to adopt an "equal-say" rule, while Australian Ss tended to use decision rules that followed self-interest and favored their own group. Findings support the hypothesis. (17 ref) (PsycINFO Database Record (c) 2010 APA, all rights reserved)