טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
Ph.D Thesis
Ph.D StudentCheshin Arik
SubjectEncountering Other's Anger in the Workplace:
The Hospital Case
DepartmentDepartment of Industrial Engineering and Management
Supervisor Professor Anat Rafaeli
Full Thesis textFull thesis text - English Version


Abstract

Anger encounters between medical staff members and customers are frequent in hospital emergency departments. Health providers are continuously challenged by having to cope with this stress-inducing work setting.  In this project we investigated the process that the staff members undergo from the point of encountering anger to their responses to the anger. Building on the Emotion As Social Information (EASI) Model (Van Kleef, 2009) and exploratory data, we present and test a model of this process. We found that different anger behaviors led to varying appraisals of customer anger intensity, which in turn influenced interpretations of the encounter. Interpretations of level of danger, the assignment of responsibility for the anger encounter, and the staff's negative affect were all influenced by the intensity of the anger behavior displayed by the customers, which subsequently influenced the responses of the staff to the anger. Using terminology from the EASI Model (Van Kleef, 2009) we tested the response tendencies of moving toward, moving away or moving against. Our results show that the staff members' perceived level of danger influenced their tendency to move toward or against the customers. Assigning responsibility for the anger to the customers led the staff members to ignore the customer - which could be seen as moving away in this organizational setting. Staff members’ negative affect influenced the tendency to move against the customer. In addition awareness of organizational anger policy was found to influence  responses of staff members. A multiple mediation test was conducted indicating mediation of interpretations to the relationship between anger encounters and responses, and a structural equation model analysis indicates an adequate fit for the model. Theoretical and practical contributions are discussed.