Skip to Main Content
 

Global Search Box

 
 
 
 

Files

File List


bgsu1256781728.pdf (200.38 KB)

ETD Abstract Container

Abstract Header

An Investigation of Emotional Events: Effects of Comparison Contrast on Judgments and Stress in Service Encounters

Sliter, Michael T.
http://rave.ohiolink.edu/etdc/view?acc_num=bgsu1256781728

Abstract Details

2009, Master of Arts (MA), Bowling Green State University, Psychology/Industrial-Organizational.
The purpose of the current study was to clarify the idea of emotional events originally proposed in Affective Events Theory (Weiss & Cropanzano, 1996) and later adapted in Grandey (2000) to focus on emotional labor. I sought to determine whether context, specifically the comparison contrast effect, exists in judgment and emotional outcomes to emotional events. In order to test this effect, a customer service simulation experiment was created. Event type (positive and negative) and comparison anchors (present or not present) were manipulated (2X2 design). Judged friendliness, hostility, and stress were tested as dependent variables. Independent t-tests were used to examine the difference between the positive event conditions and the negative event conditions for each of the dependent variables. The results support that a comparison contrast effect does, in fact, exist for judgments of friendliness and hostility, as well as for emotional reacts following both positive and negative events. Implications of these findings, as well as future research ideas, are discussed.
Jennifer Gillespie (Committee Chair)
Scott Highhouse (Committee Member)
Mary Hare (Committee Member)
75 p.
Psychology
Emotional labot; emotional events; affective events theory; comparison contrast; social judgment; contrast; stress; hostility

Recommended Citations

Citations

  • Sliter, M. T. (2009). An Investigation of Emotional Events: Effects of Comparison Contrast on Judgments and Stress in Service Encounters [Master's thesis, Bowling Green State University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=bgsu1256781728

    APA Style (7th edition)

  • Sliter, Michael. An Investigation of Emotional Events: Effects of Comparison Contrast on Judgments and Stress in Service Encounters. 2009. Bowling Green State University, Master's thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=bgsu1256781728.

    MLA Style (8th edition)

  • Sliter, Michael. "An Investigation of Emotional Events: Effects of Comparison Contrast on Judgments and Stress in Service Encounters." Master's thesis, Bowling Green State University, 2009. http://rave.ohiolink.edu/etdc/view?acc_num=bgsu1256781728

    Chicago Manual of Style (17th edition)

bgsu1256781728
868
© 2009, all rights reserved.
This open access ETD is published by Bowling Green State University and OhioLINK.