Alle Publikationen
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2011
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(2011): Service without a smile. Comparing the consequences of neutral and positive display rules. In: The Journal of applied psychology 96 (2), S. 350-362. DOI: 10.1037/a0021880
DOI: http://www.ncbi.nlm.nih.gov/pubmed/21171731 Abstract: 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.
Keywords: Adult, Affect/physiology, Attitude, Business Studies, dominance, Female, Humans, Interpersonal Relations, Lächeln, Male, Nonverbale Kommunikation, Psychologie, Smiling/physiology/psychology, Sozialpsychologie, Students/psychology, Task Performance and Analysis, Work/psychology, Young Adult 2010
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(2010): You smile--I smile. Emotion expression in social interaction. In: Biological psychology 84 (3), S. 514-520. DOI: 10.1016/j.biopsycho.2009.11.001
DOI: http://www.ncbi.nlm.nih.gov/pubmed/19913071 Abstract: Two studies were conducted to assess the influence of emotional context and social context, in terms of gender and status, on speaker expressivity and observer mimicry in a dyadic interactive setting. For Study 1, 96 same sex dyads and for Study 2, 72 mixed sex dyads participated in a social sharing paradigm. The results showed that in both same sex and mixed sex dyads women smile more than men and members of both sexes use Duchenne smiles rather than non-Duchenne smiles to signal social intent. In same sex dyads facial expressivity and facial mimicry were determined by both the emotional and the social context of the situation. However, whereas emotional context effects maintained, social context effects were absent in mixed sex dyads. The study is the first to show evidence for facial mimicry in an interactional setting and supports the notion that mimicry is dependent on social context.
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