Alle Publikationen
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2014
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(2014): Le travail émotionnel du client. La structure séquentielle des émotions dans les usages problématiques d’un serveur vocal. In: Social Science Information 53 (3), S. 311-340. DOI: 10.1177/0539018414523520
Abstract: Recent developments in the service sector have led sociologists to suggest that customers are increasingly encouraged to work' for service organizations. This article develops the hypothesis that the clients who work in this service sector may experience an emotional dimension to their work. In support of this hypothesis, a revision of the notion of emotion work' is proposed on the basis of a study on the problematic usages of a phone interface service supplied by a telecommunications operator. The study made use of a group of genuine calls that were transcribed and coded; utterances were described objectively regarding pitch and intensity; finally, a statistical method for detecting sequential patterns was applied. The results suggest that clients respond emotionally to usability problems, and that their emotions unfold according to a recurrent sequential structure. Goffman's remedial interchange' provides the point of reference for the interpretation, which leads to the suggestion that the emotional patterns revealed are of a social origin, though not socially situated.
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(2014): Buffering the negative effects of employee surface acting. The moderating role of employee-customer relationship strength and personalized services. In: The Journal of applied psychology 99 (2), S. 341-350. DOI: 10.1037/a0034428
DOI: http://www.ncbi.nlm.nih.gov/pubmed/24079672 Abstract: The impact of emotional labor on customer outcomes is gaining considerable attention in the literature, with research suggesting that the authenticity of emotional displays may positively impact customer outcomes. However, research investigating the impact of more inauthentic emotions on service delivery outcomes is mixed (see Chi, Grandey, Diamond, & Krimmel, 2011). This study explores 2 potential reasons for why the service outcomes of inauthentic emotions are largely inconsistent: the impact of distinct surface acting strategies and the role of service delivery context. Drawing on social-functional theories of emotions, we surveyed 243 dyads of employees and customers from a wide variety of services to examine the links between employee surface acting and customer service satisfaction, and whether this relationship is moderated by relationship strength and service personalization. Our findings suggest that faking positive emotions has no bearing on service satisfaction, but suppressing negative emotions interacts with contextual factors to predict customers' service satisfaction, in line with social-functional theories of emotions. Specifically, customers who know the employee well are less sensitive to the negative effects of suppressed negative emotions, and customers in highly personalized service encounters are more sensitive to the negative effects of suppressed negative emotions. We conclude with a discussion of theoretical and practical implications.
2013
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(2013): Moral cognition, affect, and psychopathy. In: Philosophical Psychology 27 (6), S. 807-828. DOI: 10.1080/09515089.2013.793916
Abstract: Few theorists would challenge the idea that affect and emotion directly influence decision-making and moral judgment. There is good reason to think that they also significantly assist in decision-making and judgment, and in fact are necessary for fully effective moral cognition. However, they are not sufficient. Deliberation and more reflective thought processes likewise play a crucial role, and in fact are inseparable from affective processes. I will argue that while the dual-process account of moral judgment set forth by Craigie (2011) has great merit, it fails to appreciate fully the extent to which affective and reflective processes are not only integrated, but also mutually interdependent. Evidence from psychopathy indicates that when reflective processes are not assisted adequately by what I will call ‘affective framing’, and moral cognition is of the “cooler,” less emotionally-informed variety, what results is not effective cognitive functioning, but rather psychopathology. My proposed account of affective framing aims to make sense of the way in which affect plays a strictly necessary and integral role not just in intuitive moral responses, but also in reflective moral judgments, so that moral cognition is accomplished by the joint operation of affective processes and reflective reasoning processes.
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(2013): McGahern, Austen, and the Aesthetics of Good Manners. In: Essays in Criticism 63 (2), S. 203-222. DOI: 10.1093/escrit/cgt007
Abstract: "Now her only interruptions were rare telephone calls – and when her reading brought her face to face with some affection or sharp memory. ‘She had done more than she wanted to, less than she ought.’ She found herself repeating the sentence long after she had closed the book, seeing elements of her own life and people she knew reflected in it, elements of that life seen and given a moral sweetness that was close to smiling." MRS WALDRON in ‘Creatures of the Earth’ is quoting – misquoting, in fact – from chapter 20 of Jane Austen's Emma. Austen was one of the authors whom John McGahern most admired. He had been reading and rereading her novels from an early age,2 and they remained an important part of his literary imagination until the very end of his life. (McGahern brought only one book with him during his final stay in the Mater Hospital in Dublin, where he died in late March 2006, and that book was Mansfield Park.3) Yet the two writers are rarely connected in the minds of his readers, and the possibility that he may have assimilated aspects of her work in writing his own novels and stories has not been pursued in a systematic way by critics.
2008
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(2008): Private emotions versus social interaction. A data-driven approach towards analysing emotion in speech. In: User Modeling and User-Adapted Interaction 18 (1-2), S. 175-206. DOI: 10.1007/s11257-007-9039-4
Abstract: The 'traditional' first two dimensions in emotion research are VALENCE and AROUSAL. Normally, they are obtained by using elicited, acted data. In this paper, we use realistic, spontaneous speech data from our 'AIBO' corpus (human-robot communication, children interacting with Sony's AIBO robot). The recordings were done in a Wizard-of-Oz scenario: the children believed that AIBO obeys their commands; in fact, AIBO followed a fixed script and often disobeyed. Five labellers annotated each word as belonging to one of eleven emotion-related states; seven of these states which occurred frequently enough are dealt with in this paper. The confusion matrices of these labels were used in a Non-Metrical Multi-dimensional Scaling to display two dimensions; the first we interpret as VALENCE, the second, however, not as AROUSAL but as INTERACTION, i.e., addressing oneself (angry, joyful) or the communication partner (motherese, reprimanding). We show that it depends on the specifity of the scenario and on the subjects' conceptualizations whether this new dimension can be observed, and discuss impacts on the practice of labelling and processing emotional data. Two-dimensional solutions based on acoustic and linguistic features that were used for automatic classification of these emotional states are interpreted along the same lines.
Keywords: AIBO, annotation, Arousal, categories, Communication, data-driven, deutsche Community, dimensions, emotion, emotion research, Emotionserkennung, Emotionssensitive Systeme, Interaction, Interaktionspartner, Kognitionswissenschaft/Social Sciences/Humanities, Kommunikation, Mensch oder Maschine, Mensch-Technik-Relationen (MTR), non-metrical multi-dimensional scaling, Psychologie, Rolle von Emotion, Realtechnik, script, Soziosensitive Systeme, speech, Technik, Valence
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