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Publications (61)
Human-AI collaboration has become common, integrating highly complex AI systems into the workplace. Still, it is often ineffective; impaired perceptions—such as low trust or limited understanding—reduce compliance with recommendations provided by the AI system. Drawing from cognitive load theory, we examine two techniques of human-AI collaboration...
Reports an error in "When the medium massages perceptions: Personal (vs. public) displays of information reduce crowding perceptions and outsider mistreatment of frontline staff" by Jean-Nicolas Reyt, Dorit Efrat-Treister, Daniel Altman, Chen Shapira, Arie Eisenman and Anat Rafaeli (Journal of Occupational Health Psychology, 2022[Feb], Vol 27[1], 1...
Crowded waiting areas are volatile environments, where seemingly ordinary people often get frustrated and mistreat frontline staff. Given that crowding is an exogenous factor in many industries (e.g., retail, healthcare), we suggest an intervention that can “massage” outsiders’ perceptions of crowding and reduce the mistreatment of frontline staff....
Our goal in this paper is to connect workspace design to employee wellbeing and social sustainability. Toward this connection, we introduce and empirically test a new concept of "work-space integration". This concept refers to the continuum of integration of an employee's workspace with the organizational, physical space. We further define three wo...
We advance the theoretical and practical understanding of affect in service interactions by conceptualizing employees and customers as concurrent participants in the same interaction. We analyzed employees’ emotional labor requirements, which comprise both the well-recognized requirement to display positive affect (i.e., acting is response-independ...
Problem Definition: Research in Operations Management has focused mainly on system-level load, ignor- ing the fact that service agents and customers express a variety of emotions that may impact service processes and outcomes. We introduce the concept of emotional load—the emotional demands that customer behaviors impose on service agents—to analyz...
For service professionals, work is a central life interest, raising questions about the effectiveness of managerial controls. We examine reactions of professionals (676 physicians) to imposed managerial controls in the form of a time clock. The main contribution of this study is its demonstration that segmenting professionals can help unravel react...
Background:
Medical care is highly complex in that it addresses patient-centered health goals that require the coordination of multiple care providers. Emergency department (ED) patients currently lack a sense of predictability about ED procedures. This increases frustration and aggression. Herein, we describe a system for providing real-time info...
Introduction
Waiting is inevitable for customers of service organizations, yet having to wait can trigger aggression by care receivers toward hospital staff. We explore the effect of waiting times on care receivers’ sense of procedural justice and aggressive tendencies, and show the attenuating effects of providing explanatory information.
Methods...
4.1.Sample and Data Collection Participants were 328 individuals waiting in the ER of a large hospital in the north of Israel. The age of the participants ranged from 15 to 85 (Mean=36.48 years, SD=16.02),52.1% were male and 47.9% female. This sample included 162 patients, 139 escorts, and 27 individuals who did not indicate whether they were patie...
BACKGROUND
Medical care is highly complex, addressing patient-centered health goals that require coordination of multiple care providers. We focus on Emergency Department (ED) patients, who currently lack a sense of predictability about their medical journey, which increases the occurrences of frustration and aggression. ED patients need a better u...
New technologies create and archive digital traces—records of people’s behavior—that can supplement and enrich psychological research. Digital traces offer psychological-science researchers novel, large-scale data (which reflect people’s actual behaviors), rapidly collected and analyzed by new tools. We promote the integration of digital-traces dat...
The purpose of this symposium is to consider how certain work factors often assumed to be static may in fact be high in variability, and thus, represent a source of workplace uncertainty for employees. Together, these papers illuminate the complex ways that employees perceive inconsistent leadership styles and behaviors, incongruence between expect...
[This corrects the article DOI: 10.1371/journal.pone.0218184.].
Introduction
Queues are inherent to service encounters, as it is not always possible to provide service to all clients at the exact moment they request service. Queues involve waiting for a service in a specific place that might also be crowded, they obstruct the client's’ goal of receiving service, and at times lead clients to mistreat service pro...
When customers express anger, do they gain greater returns, as suggested by the proverb “the squeaky wheel gets the grease”? If so, does the intensity of the squeak matter? In four studies we explore employee compensation responses to customers who express relatively high- versus low-intensity anger in service-failure settings. The studies demonstr...
We adjust sentiment analysis techniques to automatically detect customer emotion in on-line service interactions of multiple business domains. Then we use the adjusted sentiment analysis tool to report insights about the dynamics of emotion in on-line service chats, using a large data set of Telecommunication customer service interactions. Our anal...
Service interactions run a gamut from an instrumental self-focus to full social appreciation. Observing another customer’s incivility toward a frontline employee can emphasize social concerns as guiding principles for the observer’s own service interaction. Five studies test these dynamics; the results reveal that an incivility incident leads obser...
An agreement negotiated following a doctors' strike in 2011 introduced a requirement that physicians in Israel's public hospitals clock in and out when starting and leaving work. The press reported strong negative reactions to this policy and predicted doctors deserting hospitals en masse. This study examines physicians' reactions toward the clock-...
To date, the vast majority of the research on aggression has been conducted on Western samples. This research expands the culture-bound understanding of aggression by examining universal and culture-specific dimensions that underlie the psychological structure of aggression. Drawing on cultural logics of honor, dignity, and face, we examine the con...
Background. Anger manifestations in emergency departments (EDs) occur daily, interrupting workflow and exposing staff to risk. Objectives. How staff assess and recognize patients' angry outbursts in EDs and elucidate responses to anger expressions, while considering effects of institution guidelines. Methods. Observations of staff patient interacti...
In 4 experimental studies, we show that customer verbal aggression impaired the cognitive performance of the targets of this aggression. In Study 1, customers' verbal aggression reduced recall of customers' requests. Study 2 extended these findings by showing that customer verbal aggression impaired recognition memory and working memory among emplo...
Handwriting analysis has been of interest to many areas of psychology, as well as to the general public. While the popular interest in this topic has been growing over the years, scientific research is limited. This article is intended to familiarize the reader with the essential features and the present status of handwriting analysis. The procedur...
Governance has emerged in the last few years as critical to the success of software development, a result of an increased focus on team work. Governance of software teams includes practices of defining and executing decision rights and mechanisms to empower the development process to be governed. We report on an empirical survey of team members of...
This study examines the effects of cleanliness and neatness in employee appearance on customer approach to a service interaction, identifying customer emotions and cognitions as mediators. Participants (n = 209) viewed one of six video clips, comprising two sets of three, showing a bank employee at work. The two sets were identical in all respects...
Offensive events are not objective states; viewing an interpersonal event as offensive relies on one’s interpretation of others’ behavior as illegitimate. This interpretation is critical, as it frequently provokes aggressive acts. We suggest that one’s membership in a cultural sub-group influences which events may be perceived as violating core val...
This study attempts to promote the understanding of customer aggression in the health care sector. Based on empirical data collected in a large public hospital we identify situational characteristics that significantly predict the aggressive tendencies of patients and escorting family members awaiting treatment in the emergency room. The predicting...
The authors examine whether and how observing anger influences thinking processes and problem-solving ability. In 3 studies, the authors show that participants who listened to an angry customer were more successful in solving analytic problems, but less successful in solving creative problems compared with participants who listened to an emotionall...
We examine norms regarding displays of anger in interactions with different target persons in Israeli organizations. Israeli university students who had been employed in the last year were asked about displaying anger to managers, subordinates, coworkers, customers and customer service representatives. For comparison, data about displays of another...
Most anger research has adopted a within-person view, focusing on the effects of experienced anger on a person's feelings, cognition, and behavior. Less research has examined the effects of anger expressed by one person on other people in the workplace. We review available literature on the interpersonal effects of anger and propose a theoretical f...
IntroductionMental Models and Shared Mental ModelsTypes of Team Mental ModelsTeam Mental Models, Team Performance and Team OutcomesSensemakingEmotion and SensemakingTools to Support Sensemaking and the Development of Team Mental ModelsSupport Tools and EmotionsSummary
In four studies we examine the relationship between the presence of an organizational logo and initial compliance with a request made by a stranger and document higher compliance rates in the presence than in the absence of the logo. Study 1 verified this relationship in the field, and Study 2 replicated the field findings in a lab setting. Study 2...
Safety culture relates to injuries and safety incidents in organizations, but is difficult to asses and measure. We describe a preliminary test of assessing an organization's safety culture by examining employee interpretations of organizational safety artifacts (safety signs).
We collected data in three organizations using a new safety culture ass...
This paper offers a cross-cultural examination of emotion management in two service organizations: a Japanese specialty shop and a chain of grocery stores in the US. Building on an overview of service culture in the US and its domestication in Japan, we provide an analysis of the two organizational case studies, focusing on their common initiation...
The authors examined the effect of time perception and sense of progress in telephone queues on caller reactions to 3 telephone waiting time fillers: music, apologies, and information about location in the queue. In Study 1, conducted on 123 real calls, call abandonment was lowest, and call evaluations were most positive with information about loca...
Quality circles have repeatedly been suggested as a technique for enhancing employees' involvement in and satisfaction with their work. This study explored the relationship between employees' participation in quality circle (QC) activities and their reactions to their jobs. Specifically, the relationship of participation in QC activities and employ...
This paper suggests a process of sense-making of “employment“ and identifies employment ads to be useful agents in this process. It is suggested that individuals read ads in surveillance of the employment market in addition to reading them to search for employment vacancies. Employment ads are suggested to be a forum for organizational self-present...
Research on recruiting has generally considered the effects of recruiting source on employee tenure or performance, and has argued that formal employment ads are inferior to informal sources, notably employee referrals. We test two dimensions for evaluating the effects of recruiting sources on the recruiting process—cost per new hire and yield rati...
The authors document the effects of the aesthetics and professionalism of virtual servicescapes on customer feelings of pleasantness, satisfaction, and approach toward service interactions. Data were collected using an experimental manipulation of the physical setting (the servicescape) viewed by customers during a service interaction in a virtual...
This article suggests that the analysis of physical environments in organizations should recognize three separate dimensions: instrumentality, aesthetics, and symbolism. A theoretical framework is presented based on an expansive survey of multiple bodies of literature that study the effects of physical environments of organizations. Two different m...
This paper documents emotion as integral to stakeholders' sense making of a key organizational artifact, demonstrating that emotion toward artifacts blends into emotion toward the organization. Multiple stakeholders were interviewed about an artifact of a large public transportation organization. Sense making of the artifact is shown to involve emo...
ABSTRACT Our goal in this chapter is to propose a model for analyzing physical artifacts, and to illustrate how this model can help prevent what we call 'artifact myopia'. We suggest that identifying three simultaneous dimensions of artifacts can significantly enhance the understanding of artifacts, avoid a limited and narrow view of artifacts, and...
Building on qualitative data collected from three groups of professionals who assessed the green colour of a public transportation bus, this paper develops a model of the relationship between physical artifacts and emotions. The model suggests that artifacts need to be analysed according to three conceptually distinct aspects: instrumentality, aest...
The boundaries that separate an organization from its environment are amorphous and difficult to identify since organizations are open systems, with constant interface with their environment (Katz and Kahn 1978). Yet, scholars and laypersons continue to view organizations as integrated entities. Schneider (1987) assumes that management defines the...
Organizational routines are increasingly identified as an aspect of organizations that allows them to achieve the balance between adaptability and stability. We contribute to this discussion by showing that the connections that organizational routines make between people contribute to both stability and the ability to adapt. We argue that the conne...
We view physical symbols as a rich, potent, non-verbal language that is uniquely suited for enacting relationship issues within organizations. Like verbal language, physical symbols have accepted elements and structure (e.g. grammar), and both influence and are influenced by social construction processes. We apply this ‘physical symbols as language...
Organizational Identity presents the classic works on organizational identity alongside more current thinking on the issues. Ranging from theoretical contributions to empirical studies, the readings in this volume address the key issues of organizational identity, and show how these issues have developed through contributions from such diverse fiel...
Interactions between 1,319 sales clerks and customers were observed. Clerk emotional behavior (Rafaeli & Sutton, 1987), clerk sex, wearing a smock and a name tag, the presence of other clerks or other customers, and customer sex were coded. As predicted, female clerks displayed positive emotions more frequently than male clerks, suggesting that sex...
This paper presents a theoretical analysis and empirical observations about the correlates of employees' attitudes toward working with computers. A measure of attitudes toward working with computers was developed and tested on a sample of 284 white collar employee from three manufacturing organizations. The expected structure of 'positive' attitude...
Previous studies have suggested handwriting analysis (HA) as potentially useful in the screening of job applicants. The present study examined 4 issues pertinent to this application of HA: (a) interjudge reliability of graphological inferences, (b) criterion-related validity of graphological inferences, (c) effect of what is written (content) rathe...
Respondents from Singapore and Israel were asked to indicate what happens to people who express anger, guilt, or embarrassment. Findings document a perception that anger is rewarded. However findings also indicate self-other discrepancy in responses to others' emotion, with a drastic difference between people's report of their own responses and the...