Alle Publikationen
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2017
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(2017): Evaluating the Sensitivity to Virtual Characters Facial Asymmetry in Emotion Synthesis. In: Applied Artificial Intelligence 31 (2), S. 103-118. DOI: 10.1080/08839514.2017.1299983
Abstract: The use of expressive Virtual Characters is an effective complementary means of communication for social networks offering multi-user 3D-chatting environment. In such contexts, the facial expression channel offers a rich medium to translate the ongoing emotions conveyed by the text-based exchanges. However, until recently, only purely symmetric facial expressions have been considered for that purpose. In this article we examine human sensitivity to facial asymmetry in the expression of both basic and complex emotions. The rationale for introducing asymmetry in the display of facial expressions stems from two well-established observations in cognitive neuroscience: first that the expression of basic emotions generally displays a small asymmetry, second that more complex emotions such as ambivalent feeling may reflect in the partial display of different, potentially opposite, emotions on each side of the face. A frequent occurrence of this second case results from the conflict between the truly felt emotion and the one that should be displayed due to social conventions. Our main hypothesis is that a much larger expressive and emotional space can only be automatically synthesized by means of facial asymmetry when modeling emotions with a general Valence-Arousal-Dominance dimensional approach. Besides, we want also to explore the general human sensitivity to the introduction of a small degree of asymmetry into the expression of basic emotions. We conducted an experiment by presenting 64 pairs of static facial expressions, one symmetric and one asymmetric, illustrating eight emotions (three basic and five complex ones) alternatively for a male and a female character. Each emotion was presented four times by swapping the symmetric and asymmetric positions and by mirroring the asymmetrical expression. Participants were asked to grade, on a continuous scale, the correctness of each facial expression with respect to a short definition. Results confirm the potential of introducing facial asymmetry for a subset of the complex emotions. Guidelines are proposed for designers of embodied conversational agent and emotionally reflective avatars.
Keywords: Asymmetrie, Augmented & Virtual Reality, Authentizität von dargestellter Emotion, dominance, Emotionserkennung, Gesichtszüge, Gestik/Mimik, Kognitionswissenschaft/Social Sciences/Humanities, Konventionen, Mensch-Technik-Relationen (MTR), Neurowissenschaften, Realtechnik, soziale Kognition, Technik 2014
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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.
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 2005
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(2005): Is “service with a smile” enough?. Authenticity of positive displays during service encounters. In: Organizational Behavior and Human Decision Processes 96 (1), S. 38-55. DOI: 10.1016/j.obhdp.2004.08.002
Abstract: Service providers use impression management strategies to engender satisfaction and repeat business in customers. Managing emotional expressions is one strategy to meet those goals. We extended research oil the "Duchenne Smile" to see if authenticity of employee expressions influenced the impressions formed of the employee's friendliness and the overall satisfaction with the encounter. Furthermore, we took two other factors into account-task performance and busyness-to examine the conditions under which authenticity would have the greatest impact. In Study 1, we obtained reactions to videotaped simulations that manipulated authenticity of positive displays and task performance during a hotel check-in encounter. ANCOVA results supported that authenticity of the service provider enhanced perceptions of friendliness, but only influenced customer satisfaction when tasks were performed well. In Study 2, hierarchical linear modeling with reactions from 255 customers of 64 restaurant servers showed that perceived display authenticity enhanced the perceived friendliness of the employee when the store was slow, but less so when it was busy. Display authenticity had a direct effect oil customer satisfaction, regardless of task performance (which was generally high) and busyness. We conclude that display authenticity is all extra-role behavior for service encounters with an additive effect on encounter satisfaction only when other factors are at optimal levels. We suggest implications for display rule policies and service training.
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