טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentRavid Shy
SubjectAnger and Power: A Multi-Culture Comparison of Anger
Expressions in a Global Economy
DepartmentDepartment of Industrial Engineering and Management
Supervisor Professor Rafaeli Anat
Full Thesis textFull thesis text - English Version


Abstract

This study attempts to provide a deeper understanding of cultural differences in norms regarding displays of anger in organizational interactions with different target persons. Students from four countries (USA, Israel, Singapore and France) were asked about displaying anger to managers, subordinates, coworkers, customers and customer service representatives. For comparison data about displays of happiness were also collected. Our predictions - that anger expression is influenced by the power of the target person - were supported. Within each of the countries, there was stronger agreement that anger should be suppressed with managers than with coworkers and subordinates; agreement that anger should be suppressed was also stronger regarding displays toward customers than toward coworkers and subordinates, while being similar to agreement regarding displays toward managers. These finding are suggested to imply the elevated status of customers created by the global service economy. We also show norms of suppressing anger to be stronger for displays of customer service representatives toward customers than for displays of customers toward customer service reps. in all cultures. Cultures differ in norms of anger suppression, but this difference is moderated by the target to which anger is expressed. Specifically cultural differences exists with regard to norms of anger display toward coworkers, subordinates and customer-service reps. However, a global similarity exists between cultures in the need to suppress anger with customers, suggesting a globalization of service culture.