返回顶部
   

最新推荐

当前位置:中山大学岭南(大学)学院 >> 学术报告 >> 正文内容

(6-20PM2:30)第427期岭南学术论坛(管理学系列Seminar)

【字体: 】【打印文章

讲座题目:A Social Mindfulness Approach to Understanding Experienced Customer Mistreatment: A Within-Person Field Experiment

讲座嘉宾:Professor Wang Mo ( University of Florida )

时      间:2017年6月20日(星期二)下午2:30-4:00

地      点:岭南堂汪道涵会议室

语      言:中文+英文

 

摘要:

We apply a social mindfulness lens (Van Doesum, Van Lange, & Van Lange, 2013) to understand the phenomenon of perceived customer mistreatment. Recognizing that both recall of prosocial acts and perspective taking invoke the motivation to be mindful in social interactions, we investigated whether these two types of interventions affect customer service employees’ experience of customer mistreatment. Additionally, we investigated whether these two interventions might also buffer the relation of employees’ daily experience of customer mistreatment and their negative mood at the end of the workday. Finally, we examined whether the interventions, via their effects on daily experience of customer mistreatment and afternoon negative mood, could reduce dysfunctional coping responses in the evening (i.e., employee rumination and maladaptive shopping). We conducted a within-person field experiment utilizing a daily experience sampling approach with 94 customer service employees whom we surveyed for 15 consecutive workdays. Consistent with our expectations, both interventions significantly reduced the daily experience of customer mistreatment compared to a control condition. Recall of prosocial action also significantly buffered the positive relation of daily experience of customer mistreatment with afternoon negative mood. Moreover, both interventions had significant indirect effects on dysfunctional coping responses in the evening. We discuss theoretical and practical implications of these findings.

 

个人简介:

Dr. Mo Wang is a tenured Professor at the Warrington College of Business Administration at University of Florida. He is also the Director of Human Resource Research Center at University of Florida. He specializes in research areas of retirement and older worker employment, expatriate and newcomer adjustment, occupational health psychology, leadership and team processes, and advanced quantitative methodologies. He received Academy of Management HR Division Scholarly Achievement Award (2008), Careers Division Best Paper Award (2009), European Commission’s Erasmus Mundus Scholarship for Work, Organizational, and Personnel Psychology (2009), and Emerald Group’s Outstanding Author Contribution Awards (2013 and 2014) for his research in these areas. He also received Early Career Contribution/Achievement Awards from American Psychological Association (2013), Federation of Associations in Behavioral and Brain Sciences (2013), Society for Industrial-Organizational Psychology (2012), Academy of Management’s HR Division (2011) and Research Methods Division (2011), and Society for Occupational Health Psychology (2009). He was the Editor of The Oxford Handbook of Retirement. He also serves as the Editor-in-Chief for Work, Aging, and Retirement and an Associate Editor for Journal of Applied Psychology. He currently serves on the Editorial Boards of six other academic journals. Dr. Wang is the President of Society for Occupational Health Psychology (2014-2015) and the Director for the Science of Organizations Program at National Science Foundation (2014-2015).He is the Editor-in-Chief of Academy of Management Journal, the leading empirical journal in the field of management. His research has appeared or been accepted for publication in the Academy of Management Journal, Academy of Management Review, Journal of Applied Psychology, Organization Science, Strategic Management Journal, Organizational Behavior and Human Decision Processes, Personnel Psychology, and Journal of Management, among other scientific outlets.

 

 

 

 

       欢迎感兴趣的师生参加!

 

       中山大学岭南学术论坛分经济、金融和管理三个系列,是定期邀请国内外优秀学者前来开展学术交流的平台。每系列每个月定期举办2-3次。目前已经成功举办多期,并得到了各界的高度评价。

       论坛主页:http://www.lingnan.net/seminar/

 

打印文章】【关闭
   © 2000-2017 中山大学 版权所有  粤ICP备05008892号 | 中山大学 | 联系我们 | 网站地图 | 人才招聘 | 图书馆