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  • 2011

  • Trougakos, John P.; Jackson, Christine L.; Beal, Daniel J. (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

  • 1954

  • Flanagan, J. C. (1954): The critical incident technique. In: Psychological Bulletin 51 (4), S. 327-358. DOI: 10.1037/h0061470

    DOI: http://www.ncbi.nlm.nih.gov/pubmed/13177800 

    Abstract: Through the use of the critical incident technique one may collect specific and significant behavioral facts, providing "… a sound basis for making inferences as to requirements… " for measures of typical performance (criteria), measures of proficiency (standard samples), training, selection and classification, job design and purification, operating procedures, equipment design, motivation and leadership (attitudes), and counseling and psychotherapy. The development, fundamental principles, present status, and uses of the critical incident technique are discussed, along with a review of studies employing the technique and suggestions for further applications.

    Keywords: BEHAVIOR, Humans, Psychological Tests, Task Performance and Analysis
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