Erin M. Richard

Revisiting the Within-Person Self-Efficacy and Performance Relation

In response to recent debate regarding the direction of the relation between self-efficacy and performance (Bandura & Locke, 2003; Vancouver, Thompson, Tischner, & Putka, 2002; Vancouver, Thompson, & Williams, 2001), this investigation examines the within-person relations between self-efficacy and performance over time in 2 different learning contexts. Study 1 examines the relation using exam performance in a classroom context, and Study 2 examines the relation using a computerized learning task in a lab setting. Both studies find a significant, positive within-person relation between performance and subsequent self-efficacy. However, both studies fail to find the positive relation between self-efficacy and subsequent performance predicted by social cognitive theory. Future research directions aimed at resolving the debate are discussed.

Cross-Cultural Competence: The Role of Emotion Regulation Ability and Optimism

Cross-cultural competence (3C) is critical for military personnel to understand and perform effectively in complex cultural environments and to interact with individuals from other cultures. The knowledge, skills, and abilities that make up 3C can result in clearer communication, build trust, and strengthen relationships in cross-cultural social contexts ( Selmeski, 2009). This research investigated the role of emotional regulation and optimism in the development of 3C in military personnel. Results demonstrate that the ability to regulate emotions is positively related to 3C, both directly and through its effect on optimism.

Supervisor Empathy Moderates the Negative Effects of Customer Injustice

Abstract Purpose We examine whether supervisor support and empathy moderate the relationship between customer injustice and employee display rule deviance through a reduction in employee anger. Methodology Working adults (N = 214) completed an online survey assessing their experiences with customer injustice, feelings of anger, and the extent to which they deviated from emotional display rules over the past month. Participants also completed a measure of trait anger (a control variable), and they rated their supervisor’s general support and empathy. Findings Supervisor empathy (but not supervisor support) buffered the relationship between customer injustice and employee anger. In turn, reduced employee anger is related to lower display rule deviance. Country (United States vs. India) also moderated the effect of anger on display rule deviance; the relationship was stronger in India than in the United States. Practical implications Service industry employees typically are expected to regulate their emotional displays by displaying positive emotions and hiding negative emotions. Meeting these display rules is considered paramount to providing good service. Unfortunately, customers sometimes treat service employees in a disrespectful or unfair manner, and the resulting employee anger may cause employees to break emotional display rules. It is difficult to control customer behavior, but our results suggest that empathetic managers may help employees manage the negative emotions that result from customer mistreatment. Thus, selecting and training managers to show empathy may improve customer service by resulting in more resilient employees.

An examination of within-person variance in contextual display rules and deviation from display rules

Contextual display rules refer to perceptions of the particular emotions that should be displayed in a specific set of circumstances. As such, it is important to examine within-person variance in such perceptions within the dynamic context of real-life organizations. To this end, experience sampling methodology was used to highlight within-person variance in display rules and examine event-level predictors of these contextual display rules. Thirty-nine university staff members were surveyed four times per day about their most recent interaction. Employee momentary affect (pleasantness and activation) and relationship with the interaction target (solidarity and relative power) were examined as predictors of both contextual display rule perceptions and deviation from those display rules. Pleasantness of affect related positively to the level of expression allowed by the display rule, whereas activation of affect and target solidarity related positively to deviation from display rules. Complex interactions were also found between the predictors, further highlighting the complexity of the emotional labour process.