Alle Publikationen
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2011
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(2011): Want a tip? Service performance as a function of emotion regulation and extraversion. In: The Journal of applied psychology 96 (6), S. 1337-1346. DOI: 10.1037/a0022884
DOI: http://www.ncbi.nlm.nih.gov/pubmed/21480687 Abstract: Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who tended to use deep acting exceeded their customers' expectations and had greater financial gains (i.e., tips) regardless of extraversion, whereas surface acting improved tips only for extraverts, not for introverts. In Study 2, a call center simulation, deep acting improved emotional performance and increased the likelihood of extrarole service behavior beyond the direct and interactive effects of extraversion and other Big Five traits. In contrast, surface acting reduced emotional performance for introverts and not extraverts, but only during the extrarole interaction. We discuss implications for incorporating traits into emotional labor research and practice.
Keywords: Adolescent, Adult, Authentizität von dargestellter Emotion, Business Studies, dominance, Emotions/classification, Extraversion (Psychology), Female, Humans, Internal-External Control, Interpersonal Relations, Male, Pennsylvania, Personality/classification, Professional Competence, Psychologie, Social Behavior, Students/psychology, Work/psycholohy, Young Adult 1988
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(1988): Consensus in personality judgments at zero acquaintance. In: Journal of personality and social psychology 55 (3), S. 387-395
Abstract: This research focused on the target effect on a perceiver's judgments of personality when the perceiver and the target are unacquainted. The perceiver was given no opportunity to interact with the target, a condition we refer to as zero acquaintance. We reasoned that in order to make personality judgments, perceivers would use the information available to them (physical appearance). Consensus in personality judgments would result, then, from shared stereotypes about particular physical appearance characteristics. Results from three separate studies with 259 subjects supported this hypothesis. On two of the five dimensions (extraversion and conscientiousness) on which subjects rated each other, a significant proportion of variance was due to the stimulus target. Consensus on judgments of extraversion appears to have been largely mediated by judgments of physical attractiveness. Across the three studies there was also evidence that the consensus in judgments on these two dimensions had some validity, in that they correlated with self-judgments on those two dimensions.
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