Task-relationship-self : a framework for understanding service encounter behaviors

Research conducted over past decades has investigated selected service encounter behaviors from either a customer or service provider perspective. However, a comprehensive, dual-perspective framework is lacking. Such a framework is needed to organize knowledge of these behaviors, and thereby provide structure, clarity, and parsimony to the field. This paper describes a three-tier framework of service encounter behavior that was developed by applying grounded theory principles to interviews with customers, service employees, and other stakeholders. These informants described many ways in which they behave when executing service exchanges, dealing with service difficulties, and managing themselves in the process. Using an iterative inductive approach, a conceptual framework was developed in which specific (Tier 1) behaviors were placed within broader (Tier 2) categories, and these lower classification levels were, in turn, interpreted within a conceptual space defined by the (Tier 3) dimensions of task, relationship, and self. This framework was then elaborated and refined by reference to the psychology and marketing literature, a set of 157 audio-recorded service interactions, and an expert panel study. The paper includes comparisons between the framework and those previously proposed, propositions regarding service encounter processes and outcomes, and implications for future research and practice.

Self-determination, control, and reactions to changes in workload : a work simulation

The objective of this experimental study is to capture the dynamic temporal processes that occur in changing work settings and to test how work control and individuals' motivational predispositions interact to predict reactions to these changes. To this aim, we examine the moderating effects of global self-determined and non-self-determined motivation, at different levels of work control, on participants' adaptation and stress reactivity to changes in workload during four trials of an inbox activity. Workload was increased or decreased at Trial 3, and adaptation to this change was examined via fluctuations in anxiety, coping, motivation, and performance. In support of the hypotheses, results revealed that, for non-self-determined individuals, low work control was stress-buffering and high work control was stress-exacerbating when predicting anxiety and intrinsic motivation. In contrast, for self-determined individuals, high work control facilitated the adaptive use of planning coping in response to a change in workload. Overall, this pattern of results demonstrates that, while high work control was anxiety-provoking and demotivating for non-self-determined individuals, self-determined individuals used high work control to implement an adaptive antecedent-focused emotion regulation strategy (i.e., planning coping) to meet situational demands. Other interactive effects of global motivation emerged on anxiety, active coping, and task performance. These results and their practical implications are discussed.

The design and development of music eScape: A new iPhone mood management music App

The physical, emotional, educational and social developmental challenges of adolescence can be associated with high levels of emotional vulnerability. Thus, the development of effective emotion-regulation strategies is crucial during this time period. Young people commonly use music to identify, express and regulate their emotions. Modern mobile technology provides an engaging, easily accessible means of assisting young people through music. A systematic contextual review identified 20 iPhone applications addressing emotions through music and two independent raters, using the Mobile App Rating Scale (MARS), evaluated the quality of the apps. Their characteristics, key features and overall quality will be presented. Three participatory design workshops (N=13, 6 males, 7 females; age 15-25) were conducted to explore young people’s use of music to enhance wellbeing. Young people were also asked to trial existing mood and music apps and to conceptualise their ultimate mood targeting music application. A thematic analysis of the participatory design workshops content identified the following music affect-regulation strategies: relationship building, modifying cognitions, modifying emotions, and immersing in emotions. The application of the key learnings from the mobile app review and participatory design workshops and the design and development of the music eScape app were presented and implications for future research was discussed.

Young people's uses of music for well-being

The period between 15 and 25 years is characterised by much personal change and is the peak age of onset of mental health problems. This prompts an interest in everyday strategies that young people might use to support their well-being. Music use is the preferred leisure activity among young people yet little is known about how music is linked to well-being in this population. This study aimed to develop and test a model of the relationships between young people’s use of music and their well-being, drawing on theories from the music psychology and clinical psychology fields. A qualitative analysis of transcripts from focus groups with 11 participants aged 15–25 years revealed four ways in which music listening links with well-being: relationship building, modifying emotions, modifying cognitions and emotional immersion. These linking variables were operationalised using questionnaire scores and tested on a new sample of 107 young people. Results of a multiple mediation analysis revealed that music listening was significantly related to all four linking variables, but not directly related to well-being as measured by the Mental Health Continuum. Nevertheless, the four linking variables indirectly mediated the effect of music listening on social wellbeing. The findings are consistent with earlier research on the role of music in emotion regulation and social connection although there are clearly other factors involved in determining young peoples’ well-being. These findings will help inform music-based interventions for young people.

Mood enhancement using smartphone apps

The significant physical, emotional, educational and social developmental challenges faced by adolescents and young adults are associated with high levels of emotional vulnerability. Thus, the development and use of effective emotion-regulation strategies during this period is critical. Music listening is commonly used by young people to identify, express, enhance and regulate their emotions. Modern mobile technology provides an engaging, easily accessible means of assisting young people with identifying and managing emotions through music. A systematic contextual review of iPhone applications addressing emotions through music was conducted. Their quality was evaluated by two independent raters using the Mobile App Rating Scale (MARS). Three participatory design workshops (PDW; N=13, 6 males, 7 females; age 15-25) were conducted, exploring young people’s use of music to enhance wellbeing. Young people were also asked to trial existing mood and music apps and to conceptualise their ultimate mood-targeting music application. Of the identified 117 music apps, 20 met inclusion criteria (to play songs, not sounds; priced below $5.00). Characteristics and overall quality of the music apps are described and key features of the five highest- rating apps are presented. Thematic analysis of the PDW content identified the following music affect- regulation strategies: relationship building, modifying cognitions, modifying emotions, and immersing in emotions (i.e. habituation or mood enhancement). The application of key learnings from the mobile app review and PDW to the design and development of the new music eScape app will be presented. Implications for future research and for applying the new app in clinical practice are discussed.

Prosocial behavior and gender

This study revisits different experimental data sets that explore social behavior in economic games and uncovers that many treatment effects may be gender-specific. In general, men and women do not differ in "neutral" baselines. However, we find that social framing tends to reinforce prosocial behavior in women but not men, whereas encouraging reflection decreases the prosociality of males but not females. The treatment effects are sometimes statistically different across genders and sometimes not but never go in the opposite direction. These findings suggest that (i) the social behavior of both sexes is malleable but each gender responds to different aspects of the social context; and (ii) gender differences observed in some studies might be the result of particular features of the experimental design. Our results contribute to the literature on prosocial behavior and may improve our understanding of the origins of human prosociality. We discuss the possible link between the observed differential treatment effects across genders and the differing male and female brain network connectivity, documented in recent neural studies.

Violência laboral como risco psicossocial à saúde dos trabalhadores de enfermagem em hospital psiquiátrico

Estudo que possui como objeto violência laboral em hospital psiquiátrico como risco psicossocial à saúde dos trabalhadores de enfermagem, cujo interesse investigativo iniciou-se na graduação e posteriormente ao trabalhar como enfermeiro em um hospital psiquiátrico. Tais experiências marcaram de forma peculiar a minha trajetória profissional e o interesse acerca do objeto de estudo, por entender que a violência em âmbito psiquiátrico precisa ser desvelada e discutida para que medidas preventivas sejam adotadas no coletivo dos trabalhadores com vistas ao bem estar, a satisfação no trabalho e qualidade do serviço ofertado a população. Objetivou-se neste estudo, identificar os tipos de violência presentes no trabalho da enfermagem em hospital psiquiátrico; descrever as repercussões da violência laboral para a saúde dos trabalhadores de enfermagem em hospital psiquiátrico e analisar os mecanismos de enfrentamento adotados pelos trabalhadores da enfermagem diante da violência laboral em hospital psiquiátrico. Estudo qualitativo, descritivo, cujos dados foram obtidos em um hospital psiquiátrico situado no município do Rio de Janeiro, no período janeiro a fevereiro de 2013 com 16 trabalhadores (7 enfermeiros e 9 técnicos de enfermagem), a partir dos critérios de inclusão adotados. Trabalhou-se com a técnica de entrevista semiestruturada, mediante um roteiro contendo questões sobre o objeto de estudo. O projeto atendeu as exigências presentes na Resolução 196/96, do Ministério da Saúde (MS), tendo sido aprovado pela Comissão de Ética em Pesquisa (CEP) com o número 070.3.2012. Aplicada a técnica de conteúdo ao material emergiram os seguintes resultados: na vivencia dos trabalhadores do hospital psiquiátrico há três tipos de violência. A primeira refere-se à violência sofrida, principalmente durante as emergências psiquiátricas, momento em que o trabalhador sofre com as agressões verbais e, em alguns casos, físicas cometidas pelo paciente. Outro tipo de violência no trabalho foi a perpetrada pelo familiar em momentos de tensão e a terceira envolveu a violência simbólica por parte dos médicos, principalmente os residentes. A violência do trabalho foi identificada em decorrência da precarização das condições de trabalho em termos de recursos humanos e materiais. A violência laboral revelou-se como um risco psicossocial a saúde do trabalhador por acarretar sofrimento psíquico e físico evidenciado através de queixas de desgaste, estresse e medo, levando a insatisfação e desmotivação no trabalho. Para se manterem no trabalho, os trabalhadores elaboram estratégias de enfrentamento centradas na resolução dos problemas decorrentes da violência e na regulação da emoção. Diante dos resultados, concluiu-se que a violência em hospital psiquiátrico é um risco psicossocial que afeta a saúde dos trabalhadores de enfermagem, cabendo a organização juntamente com os trabalhadores propor medidas que deem visibilidade a violência sofrida, através do diagnostico, da prevenção e enfrentamento coletivo, o que pode ser realizado mediante denuncia dos próprios trabalhadores junto a instituição, sindicatos e órgãos de classe. Salienta-se a importância de suporte psicoterápico dos trabalhadores de enfermagem vitimas de violência com vistas à identificação dos fatores de risco e fortalecimento dos fatores protetores. Recomenda-se a continuidade de estudos na área, considerando a incipiência dos mesmos.

攻击性、情绪调节评价对青少年攻击行为的作用

The aggressive behavior and the violent crime of the Adolenscents have aroused social widespread attention. The Social Implicit Cognition Method could overcome the insufficiency of explicit research methods such as Self-Report Scale, and carry on the thorough discussion to the intrinsic mechanism of the Adolenscent’s aggressive behavior. In this research, Implicit Association Test and Explicit Questionnaire are synthetically applied to inspect the relations among the aggression, Evaluation of Emotion Regulation and the aggressive behavior of the normal middle-school students and the Adolenscent violent criminals under the explicit and implicit conditions, and have carried the supplement to the internal condition of the General aggression model (GAM). The result indicates, 1. The concept of implicit aggression exists independently and separates from explicit aggression. However the relations between implicit aggression and the groups are remarkable, i.e. both the implicit and explicit aggressions of the Adolenscent violent criminals are remarkably higher than those of the normal middle-school students, but not influenced by sex factors. 2. Implicit Evaluation of Emotion Regulation is suitable to Chinese Adolenscents. The correlation of groups and sex factors exist to Implicit Evaluation of Emotion Regulation, i.e. in the group of criminals, the female inclines to the mood control compared with the male in the aspect of Implicit Evaluation of Emotion Regulation; however, in the group of normal persons, the difference between male and female is not remarkable in the aspect of Implicit Evaluation of Emotion Regulation. 3. Under the explicit conditions, it is discovered that the remarkable explicit aggression can predict violent criminals. But it is adjusted by Explicit Evaluation of Emotion Regulation, i.e. the predicting function is not remarkable when the Explicit Evaluation inclines to expression. Meanwhile, when checking the functions and the effects of the implicit variables after the explicit conditions are under control, it is discovered that the predicting function of implicit aggression is still remarkable, and the predicting function of Implicit Evaluation of Emotion Regulation is remarkable at the edge and also adjusted by sex factors. These findings help us not only understanding thoroughly the intrinsic mechanism of the Adolenscent’s aggressive behavior, discovering the moderating role of Evaluation of Emotion Regulation on aggression, but also providing an academic foundation on the prevention and intervention of the Adolenscent’s aggressive behavior.

负性情绪对分泌型免疫球蛋白A的影响以及事件相关电位的关联变化

Although the influence of emotional states on immune function has been generally recognized, researches on the effects of negative emotion on individual SIgA levels have reported mixed findings. Our study aimed to elucidate the relationship between changes in EEG activity and cognitive and psychological mechanisms to the immune changes induced by negative emotion. In experiment one, we investigated how the negative emotional arousal that was induced by watching a number of unpleasant pictures altered the concentration of secretory immunoglobulin A (SIgA). Although our results found discrepancies in the changing tendency of SIgA concentration among participants (some participants’ SIgA decreased after watching unpleasant pictures, whereas others increased), further analysis revealed a coherency among the changing of SIgA concentration, participants’ general coping styles and their actual emotion regulation strategies in perceiving unpleasant pictures, and the event-related potentials (ERPs) associated with the watching of unpleasant pictures. The participants whose SIgA increased after watching unpleasant pictures (the increasers) had higher positive coping scores in the Trait Coping Styles Questionnaire (TCSQ) than those whose SIgA decreased (the decreasers). Also, relative to the decreasers, the increasers tended to use more emotion regulation strategies especially when the presented pictures were extremely negative and exhibited a reverse dissociation pattern between the extremely negative pictures and the moderately negative ones in the amplitude of late positive potential (LPP) that was related to the cognitive evaluation of stimuli’s meaning. On this basis, Event-related potentials were recorded first while participants passively viewed unpleasant pictures, and then during an emotion regulation block in which participants were instructed to reappraise unpleasant pictures in the experiment two. We also collected the immune index before and after the passive viewing block and the emotion regulation block. Our study proved that participants felt a less intense emotional response to unpleasant pictures that followed a reappraisal instruction. The decreasing emotional responding to unpleasant pictures decreased the amplitude of the LPP. But larger N2 was induced in the emotion regulation block, because the participants needed to obtained more attentional resources to detect and integrate more stimulus features to use the cognitive reappraisal strategy effectively. The present study has important theoretic and practical significance. For the theoretic significance, our study elucidated the relationship between changes in EEG activity and cognitive and psychological mechanisms to the immune changes induced by negative emotion by using the technologies of ERP, experimental interview and psychological measurement. Meanwhile, our study also provided an explanation for the different changing tendencies of SIgA induced by negative emotions, and it plays an important role in further studying the cognitive neural mechanisms of immune level in response to emotion. As to the practical significance, our study suggests that individuals who use active emotion regulation in the face of negative emotion stimuli may experience significantly increases in immune system function, subsequently lowering the possibility of infection.

大学生应激应付研究

In this study, we made research on coping with stress in undergraduate students. The whole work included two parts: (a) We developed the Coping Strategies Questionnaire and had it tested. Five kinds of coping strategies were found by factor analysis: Problem Solving, Passive Acceptance, Support Seeking, Emotion Regulation, and Unadaptation. The reliability and validity coefficients of the questionnaire was high. (b) We examined the relations among personality characteristics (Locus of control, Extraversion, Neuroticism), emotion state, cognitive appraisal (psychological pressure, controllability, resource of social support), and the specific coping processes in several specific stressful events. The results indicated that coping have some degree of consistency across different situations which suggested that there is a general coping tendency, and that this general coping tendency, in addition to the above considered variables, have different degree of effects on subjects' choice of specific coping strategies. Finally, theoretical model of the relationship was tested through path analysis.

The presence of a culturally similar or dissimilar social partner affects neural responses to emotional stimuli

Background: Emotional responding is sensitive to social context; however, little emphasis has been placed on the mechanisms by which social context effects changes in emotional responding.

Objective: We aimed to investigate the effects of social context on neural responses to emotional stimuli to inform on the mechanisms underpinning context-linked changes in emotional responding.

Design: We measured event-related potential (ERP) components known to index specific emotion processes and self-reports of explicit emotion regulation strategies and emotional arousal. Female Chinese university students observed positive, negative, and neutral photographs, whilst alone or accompanied by a culturally similar (Chinese) or dissimilar researcher (British).

Results: There was a reduction in the positive versus neutral differential N1 amplitude (indexing attentional capture by positive stimuli) in the dissimilar relative to alone context. In this context, there was also a corresponding increase in amplitude of a frontal late positive potential (LPP) component (indexing engagement of cognitive control resources). In the similar relative to alone context, these effects on differential N1 and frontal LPP amplitudes were less pronounced, but there was an additional decrease in the amplitude of a parietal LPP component (indexing motivational relevance) in response to positive stimuli. In response to negative stimuli, the differential N1 component was increased in the similar relative to dissimilar and alone (trend) context.

Conclusion: These data suggest that neural processes engaged in response to emotional stimuli are modulated by social context. Possible mechanisms for the social-context-linked changes in attentional capture by emotional stimuli include a context-directed modulation of the focus of attention, or an altered interpretation of the emotional stimuli based on additional information proportioned by the context.

Utilising a computer game as a therapeutic intervention for youth in residential care: Some preliminary findings on use and acceptability

Mental illness is common amongst young people living in residential care, many of whom are reluctant to avail of therapeutic help. The potential value of computer games as therapeutic tools for these young people has received very little attention, despite indications of their potential for promoting engagement in therapeutic work and improving mental health outcomes. This study aimed to fill this research gap through the development, introduction, and preliminary evaluation of a therapeutic intervention in group care settings. The intervention incorporated a commercially available computer game (The SIMS Life Stories™) and emotion regulation skill coaching. Qualified residential social workers were trained to deliver it to young people in three children's homes in Northern Ireland, where therapeutic approaches to social work had been introduced. The research was framed as an exploratory case study which aimed to determine the acceptability and potential therapeutic value of this intervention. The evidence suggests that computer-game based interventions of this type may have value as therapeutic tools in group care settings and deserve further development and empirical investigation to determine their effectiveness in improving mental health outcomes.

Alexithymia, emotional processing and psychotherapy : a mixed methods research

Tese de doutoramento, Psicologia (Psicologia Clínica), Universidade de Lisboa, Faculdade de Psicologia, 2014

Controlo cognitivo na memória episódica : dados de adolescentes e jovens adultos

Dissertação de mestrado, Ciência Cognitiva, Universidade de Lisboa, Faculdade de Psicologia, Faculdade de Medicina, Faculdade de Ciências, Faculdade de Letras, 2014

A Longitudinal Examination of Bidirectional Associations between Subjective Sleep Characteristics and Psychosocial Functioning among University Students

A number of studies have found a significant link between sleep and psychosocial functioning among university students. A critical examination of this literature, however, indicates that one important gap within the literature is the need for longitudinal studies that specifically test for bidirectional associations between these two constructs. The main purpose of my dissertation was to address this gap by conducting three studies that examined bidirectional associations between sleep and psychosocial functioning among a sample of university students. Participants were 942 (71.5% female) undergraduate students enrolled at a Canadian university, who completed survey assessments annually for three consecutive years, beginning in their first year of university. In the first study, I assessed bidirectional associations between two sleep characteristics (sleep quality and sleep duration) and three psychosocial functioning variables (academics, friendship quality, and intrapersonal adjustment). Results based on cross-lagged models indicated a significant bidirectional association between sleep quality and intrapersonal adjustment, such that more sleep problems predicted more negative intrapersonal adjustment over time, and vice versa. Unidirectional associations indicated that both higher academic achievement and more positive friendship quality were significant predictors of less sleep problems over time. In the second study, in which I examined bidirectional associations between sleep and media use, results provided support only for unidirectional associations; such that more sleep problems predicted increases in both time spent watching television and time spent engaged in online social networking. In the third study of my dissertation, in which I examined social ties at university and sleep quality, results indicated a significant bidirectional association, such that more positive social ties predicted less sleep problems over time, and vice versa. Importantly, emotion regulation was a significant mediator of this association. Findings across the three studies, highlight the importance of determining the direction of effects between different sleep characteristics and various aspects of university students’ psychosocial functioning, as such findings have important implications for both methodology and practice. A better understanding of the nature of the associations between sleep and psychosocial functioning will equip students, parents and university administrators with the tools necessary to facilitate successful adjustment across the university years.