haku: @indexterm individual behaviour / yhteensä: 848
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| Tekijä: | Sutton, R. I. |
| Otsikko: | Maintaining norms about expressed emotions: The case of bill collectors. |
| Lehti: | Administrative Science Quarterly
1991 : JUN, VOL. 36:2, p. 245-268 |
| Asiasana: | BEHAVIOURAL SCIENCE INDIVIDUAL BEHAVIOUR |
| Kieli: | eng |
| Tiivistelmä: | A qualitative study of a bill-collection organization was used to identify norms about the emotions that collectors convey to debtors and the means used by the organization to maintain such norms given that collectors' expressed emotions are simultaneously influenced by their inner feelings. The data indicate that collectors are selected, socialized, and rewarded for following the general norm of conveying urgency to debtors. Bill collectors are taught to cope with emotive dissonance by using cognitive appraisals that help them become emotionally detached from debtors. The implications of this research for developing general theory about the expression of emotion in organizational life are given. |
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