The Influence of Employee Emotion Fluctuation on Service Performance: An Experience Sampling Data Analysis

Zhang, Biqian; Lei, Zhao; Liu, Xiaoyan; Bu, Yinwei; Ren, Yongsheng

doi:10.3389/fpsyg.2022.648142

Cited by 6 publications

(6 citation statements)

References 109 publications

(136 reference statements)

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“…One reason is that individuals' emotion is prone to fluctuate (Engeser and Baumann, 2016 ), a daily design can help to accurately capture the within-person fluctuation of gratitude. Similarly, the interaction between the customer and the employee is highly dynamic and complex (Zhang et al, 2022 ). Both customers' state and employees' behavior might be better understood by the situational experiment design (Yang et al, 2021 ).…”

Section: Discussionmentioning

confidence: 99%

Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality

Xu²,

Ji³

2022

Front. Psychol.

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Guided by the service-dominant logic, hospitality employees have to occasionally engage in pro-customer deviance to offer customized service. While pro-customer deviance has been linked with several customer attitudinal outcomes, the different customers' emotional and behavioral responses have not yet been clarified. This study explored customers' responses toward customer-contact employees and enterprises. In addition, to investigate the emotional and cognitive mechanisms underlying those response processes, this study introduced gratitude toward employee and customer–company identification as mediators in the relationship between pro-customer deviance and a series of customer extra-role behaviors. A multisource field study was conducted to test a two-stage structural equation model. The results showed that pro-customer deviance is positively related to customers' positive feedback and service friendship toward employees via gratitude. Also, the customer–company identification is found to play a mediation role between pro-customer deviance and customers' advocacy and prohibitive voice toward an organization. Theoretical and managerial contributions are also discussed at the end.

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Section: Discussionmentioning

confidence: 99%

Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality

Xu²,

Ji³

2022

Front. Psychol.

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“…As a depressing experience, guilt is closely related to neurosis, anxiety, and depression ( Kim et al, 2011 ), and individuals will experience an emotional process of tension, remorse, and self-blame ( Tangney, 2015 ). When employees experience a mood swing caused by guilt, they need emotion modulation and attention control, as well as behavior guidance, which could greatly deplete their self-regulatory resources ( Vohs and Faber, 2007 ; Zhang et al, 2022 ). Due to personal resource losses, individuals who have a state of mental fatigue may ultimately show a reduction in their pro-social behaviors ( Bolino and Turnley, 2005 ), and individuals would take measures to protect and maintain their remaining resources ( Hobfoll, 2001 ).…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

“…Based on the COR theory, this study suggests that employees are more likely to feel guilty when they realize the unethical nature of UPB ( Umphress and Bingham, 2011 ), resulting in negative psychology such as fear, anxiety, and depression, which will deplete a large amount of cognitive and emotional resources ( Zhang et al, 2022 ). Although employees have passive emotions after UPB, they still need to maintain a stable emotional and working state in their daily interpersonal interactions, which will further exhaust their psychological resources.…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

“…When individuals are highly involved in an event, they will invest numerous energy and attention to it, leading to a consumption of psychological resources, so the resources for other roles will be correspondingly reduced ( Bolino and Turnley, 2005 ). The guilt caused by UPB will bring negative emotions and psychological pressure to individuals, and they need to deplete emotional and cognitive resources to alleviate this bad mental state ( Zhang et al, 2022 ). In the face of resource losses, individuals will try to decrease resource investment in other roles and protect the remaining resources ( Vohs and Faber, 2007 ; Halbesleben et al, 2014 ).…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

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Research on the consequences of employees’ unethical pro-organizational behavior: The moderating role of moral identity

Zhao

2022

Front. Psychol.

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IntroductionIn recent years, employees’ unethical pro-organizational behavior (UPB) has become a social hot issue. This behavior benefits their organization or colleagues while violating core social ethics. Numerous studies have predominately focused on identifying the antecedents and formation mechanisms of UPB. However, only a few studies have focused on the effects and outcomes of UPB. Moreover, guilt triggered by unethical behaviors can motivate individuals to adopt pro-social behaviors, but studies on the effects of UPB on pro-social behavior of actors are rather limited. Therefore, this study explores the underlying relationship between employees’ UPB and their own pro-environmental behavior based on the conservation of resources theory.MethodsThrough collecting data (N = 319) from a Chinese online survey company in different time intervals, the theoretical model was tested by the application of Amos 27.0 and SPSS 25.0 for analysis of the data. The CFA, descriptive analysis, hierarchical regression were illustrated in the article.ResultsThis study demonstrated that, through emotions of guilt, employees’ UPB is negatively correlated with their own environmental protection act. While this relationship is being examined, moral identity plays this mediating role, which can moderate the indirect relationship between employees’ UPB and their environmental behavior through guilt.DiscussionThe purpose of the research was to identify the influence mechanisms that contribute to employees’ pro-organizational but unethical behavior. With guilt serving as the mediating variable and moral identity serving as the moderating variable, a research model built on the principle of the conservation of resources theory was constructed. This research examines the impact mechanism and boundary conditions of UPB on individual pro-environmental behaviors from the perspective of employees. This paper discusses the theoretical and practical implications of the report’s results.

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“…Therefore, the relationship between emotions and service performance can be moderated through RESE. 20 Nonetheless, there was still ambiguity regarding the impact of remote emotional experiences on performance and a lack of attention regarding the importance of core stakeholders to remote performance management.…”

Section: Introductionmentioning

confidence: 99%

A Telecommuting Experience Service Design Decision Model Based on BP Neural Network

Wang¹,

Wei²,

Yu³

et al. 2022

PRBM

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Introduction The telecommuting experience and job performance have been significantly impacted by the COVID-19 pandemic, and job performance stability of telecommuting employees has become a critical concern. Objective A decision model for telecommuting experience service design was constructed based on a backpropagation (BP) neural network to provide a theoretical basis for enterprises to evaluate telework performance and the psychological health of employees. Methods The analytic hierarchy process (AHP) was used to determine the core stakeholders. The grey relational analysis (GRA) method and the NASA Task Load Index (NASA-TLX) scale were used to measure the factors affecting employees’ telecommuting experience and job performance. A BP neural network relationship model of employees’ telecommuting experience was established to predict its impact on employees’ job performance. Results Based on the model prediction results, a service system map was created, and the potential to enhance the telework performance of employees was evaluated. Discussion It was concluded that the factors affecting the telecommuting experience were diverse, but emotions had the dominant influence. Significant positive correlations were found between emotional impact and temporal perception, execution difficulty, and communication barriers. Conclusion The proposed decision model for telecommuting experience service design accurately predicted the impact of telecommuting efficiency, providing an effective approach for innovative remote management.

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The Influence of Employee Emotion Fluctuation on Service Performance: An Experience Sampling Data Analysis

Cited by 6 publications

References 109 publications

Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality

Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality

Research on the consequences of employees’ unethical pro-organizational behavior: The moderating role of moral identity

A Telecommuting Experience Service Design Decision Model Based on BP Neural Network

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