טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentRozilio Ravit
SubjectEmotion Regulation and Cognitive Performance: The Cost
of Being Nice to Others Who are Anrgy
DepartmentDepartment of Industrial Engineering and Management
Supervisor Professor Anat Rafaeli


Abstract

In two studies we show the effects of interactions with angry customers on employee well being and cognitive capacities. Our findings confirm that handling angry customers increases employee emotional exhaustion and hampers employee memory and solving of unrelated problems. We identify two exceptions to the detrimental effects of handling angry customers: (1) Employees who encounter only angry customers appear to disregard the anger so it does not effect their problem solving; (2) An occasional angry customer appears to be stimulating compared to encountering only neutral customers so leads to improved problem solving. The study suggests cognitive consequences of emotion in work settings and contributes to the understanding of the tight coupling between emotional and cognitive processes.